THAI SEAPLANE

GROUND OPERATIONS MANUAL

[GOM]

ISS. 01 REV. 02
ACCEPTED DATE: TBA
EFFECTIVE DATE: TBA
 GROUND OPERATIONS MANUAL
(GOM)
ISSUE: 01
REVISION: 02

ALL OPERATIONS MUST COMPLY WITH POLICIES,

REGULATIONS AND PROCEDURES IN THIS MANUAL

ACCEPTED BY: THE CIVIL AVIATION AUTHORITY OF THAILAND (CAAT)

( Veera Cheevaidsarakul )
Flight Operations Standards Department Manager
For Director General
The Civil Aviation Authority of Thailand

DATE OF ACCEPTANCE: …………..…………

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0.1 TABLE OF CONTENTS

Chapter 0 Administration & Control Page
0.1 TABLE OF CONTENTS 0-1

0.2 AMENDMENT & REVISION 0-10

0.3 DISTRIBUTION LIST 0-12

0.4 ABBREVIATION & DEFINITION 0-13

0.4.1 ABBREVIATIONS 0-13

0.4.2 DEFINITIONS 0-23

0.5 PAGINATION 0-41

0.5.1 TABLE OF CONTENT 0-41

0.5.2 FORMAT SPECIFICATIONS 0-41

0.5.3 PAGE SETUP 0-42

0.5.4 PAPER COLOR REGULATION 0-42

0.5.5 HEAD TEXT 0-42

0.5.6 COMPANY LOGO 0-42

0.5.7 MANUAL CONTROL BLOCK (CENTER) 0-42

0.5.8 MANUAL CONTROL BLOCK (RIGHT) 0-43

0.5.9 PAGE DESIGNATION 0-43

0.6 MANAGE OF REVISION 0-44

0.6.1 RECORD OF REVISION 0-44

0.6.2 RECORD OF TRANSMITTAL 0-47

0.7 LIST OF EFFECTIVE PAGES 0-49

Chapter 1 General Page

1.1 MISSION STATEMENT 1-1

1.2 COMMUNICATION CULTURE 1-2

1.2.1 DEPARTMENT MEETING 1-2

1.2.2 SAFETY REVIEW 1-2

1.2.3 DISSEMINATION OF INFORMATION 1-3

1.2.4 DOCUMENTS RECEIVED FROM EXTERNAL SOURCES 1-3

1.3 PROVISION OF RESOURCES 1-4

1.4 GENERAL PHILOSOPHY 1-5

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1.4.1 INTRODUCTION 1-5

Chapter 2 Organization Page

2.1 ORGANIZATION CHART 2-1

2.1.1 THAI SEAPLANE ORGANIZATIONAL Structure 2-1

2.1.2 GROUND OPERATIONS DEPARTMENT STRUCTURE ORGANIZATION 2-2

2.1.3 ABOUT GROUND OPERATIONS 2-2

2.1.4 DELEGATED RESPONSIBILITIES 2-4

2.1.5 HEAD OF GROUND OPERATIONS [GM] 2-5

2.1.6 QUALITY OF GROUND OPERATIONS (AUDITOR), [QAG] 2-6

2.1.7 PASSENGER SERVICE OFFICER [GPO] 2-7

2.1.8 RAMP SERVICE OFFICER [GRO] 2-9

2.1.9 PASSENGER SERVICE MANAGER (GPM) 2-10

2.1.10 DG COORDINATOR (GDG) 2-11

2.2 ORGANIZATION AND FACILITIES 2-12

Chapter 3 Training Program Page

3.1 INTRODUCTION 3-1

3.2 OBJECTIVE 3-2

3.3 COURSEWARE 3-3

3.4 TRAINING AND EDUCATION CONCEPT 3-4

3.5 CATEGORY OF TRAINING 3-5

3.5.1 INITIAL TRAINING 3-5

3.5.2 RECURRENT TRAINING 3-5

3.5.3 RE-QUALIFICATION TRAINING 3-5

3.5.4 PRACTICAL TRAINING (ON THE JOB TRAINING OJT) 3-5

3.5.5 UPDATE TRAINING 3-6

3.6 SCOPE OF TRAINING 3-7

3.6.1 HEAD OF GROUND OPERATIONS 3-7

3.6.2 PASSENGER SERVICE MANAGER 3-7

3.6.3 PASSENGER SERVICES OFFICER 3-7

3.6.4 RAMP SERVICES OFFICER 3-8

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3.6.5 DANGEROUS GOODS COORDINATOR 3-8

3.6.6 GROUND HANDLING AGENT 3-8

3.7 TRAINING MATERIAL 3-9

3.8 TRAINING RECORDS 3-10

3.9 INITIAL AND CONTINUING QUALIFICATION 3-11

3.10 TRAINING METHODS 3-12

3.10.1 THEORETICAL TRAINING 3-12

3.10.2 PRACTICAL TRAINING 3-12

3.11 ASSESSMENT PROCESS 3-13

3.11.1 ON THE JOB TRAINING (OJT) 3-13

3.12 DEFINITION OF JOB ROLE AND FUNCTIONAL TASKS 3-15

3.13 GROUND OPERATIONS INSTRUCTOR 3-16

Chapter 4 Quality & Safety Management System Page

4.1 HANDLING 4-1

4.1.1 AUDIT 4-1

4.2 GROUND INCIDENT/ACCIDENT REPORTING 4-2

4.2.1 DEFINITIONS 4-2

4.2.2 ON-GROUND EMERGENCIES 4-4

4.3 MANAGEMENT AND CONTROL OF GROUND HANDLING RECORDS 4-5

4.3.1 FLIGHT FILES 4-6

4.3.1.1 Passenger Manifest 4-6

4.3.1.2 General Declaration Report 4-7

4.3.1.3 Load Sheet 4-7

4.3.2 FLIGHT MANAGEMENT 4-8

4.3.3 DEPARTURE REPORTS 4-8

4.3.4 POST FLIGHT REPORT 4-8

4.3.5 TRAINING RECORDS 4-8

4.3.6 DOCUMENTS FOR REVENUE ACCOUNTS 4-8

Chapter 5 Ramp Practice & Safety Page

5.1 RAMP SAFETY RULES AND PROCEDURES 5-1
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5.1.1 INTRODUCTION 5-1

5.1.2 RESPONSIBILITY 5-2

5.1.3 SAFETY PROCEDURE 5-2

5.1.4 GOOD OPERATING PRACTICES 5-3

5.1.5 PERSONNEL SAFETY AND PROTECTION 5-4

5.1.5.1 Personnel Protection Equipment 5-4

5.1.5.2 Poisonous and Irritating Exhaust Gases 5-4

5.1.6 AIRCRAFT MARSHALLING 5-5

5.1.7 PASSENGER DOOR DESCRIPTION AND OPERATION 5-16

5.1.7.1 Passenger Door Operation Instruction 5-16

5.1.8 BAY INSPECTION AND PREPARATIONS 5-17

5.2 SAFETY AREAS 5-18

5.2.1 ENGINE HAZARDS / PROPELLERS AND INTAKE SUCTION 5-18

5.2.2 LEAKING 5-18

5.2.3 FOREIGN OBJECT DEBRIS (FOD) 5-19

5.2.4 HAZARDS TO PASSENGERS 5-19

5.2.5 AIRSIDE FIRE SAFETY 5-20

5.3 SEVERE WEATHER OPERATIONS 5-21

5.3.1 ADVERSE WEATHER CONDITIONS 5-21

5.4 FUELLING PROCEDURES 5-22

5.4.1 GENERAL SAFETY PRECAUTION REFUELING PROCEDURE 5-22

5.4.2 REFUELING AND DEFUELING WHEN PASSENGERS ARE EMBARKING, 5-22

ON BOARD OR DISEMBARKING

5.4.3 FUEL SAFETY ZONES 5-22

5.5 POLICIES AND PROCEDURES OF GROUND SUPPORT EQUIPMENT 5-23

5.5.1 DAILY CHECKS 5-23

5.5.2 WHEEL CHOCKS 5-23

5.5.2.1 General 5-23

5.5.2.2 Design of Wheel Chocks 5-23

5.5.2.3 Chocking Procedures of All Aircraft 5-24

5.5.2.4 Safety Precaution 5-24

5.5.2.5 Main Gear Wheel Chocks 5-25

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5.5.2.6 Additional Wheel Chocks 5-25

5.5.2.7 Removal 5-25

5.6 PASSENGER VAN 5-26

5.7 GROUND SERVICE EQUIPMENT MAINTENANCE PROGRAM 5-27

5.7.1 PREVENTIVE MAINTENANCE PROGRAM AND PROCEDURES 5-28

5.7.1.1 Pickup 5-28

5.7.1.2 Passenger Stair 5-29

5.8 AIRCRAFT ARRIVAL 5-30

5.8.1 ACTIONS PRIOR TO ARRIVAL 5-30

5.8.2 STANDARD ARRIVAL PROCEDURES 5-30

5.8.2.1 Actions After Arrival 5-30

5.9 AIRCRAFT DEPARTURE 5-31

5.10 SAFETY CONES 5-33

5.10.1 SAFETY CONE PLACEMENT FOR C208 5-33

5.11 AIRCRAFT CLEANING 5-34

Chapter 6 Dangerous Goods Regulation Page

6.1 GENERAL 6-1

6.2 DANGEROUS GOODS CONTENT 6-1

Chapter 7 Ground Operation Security Page

7.1 SECURITY WITHIN THE COMPANY 7-1

7.1.1 CARRIAGE OF ID DOCUMENTATION 7-1

7.1.2 DIRECTIVES FOR CHECK IN PERSONNEL 7-1

7.1.3 DIRECTIVES FOR OFFICE 7-1

7.1.4 PREVENTION OF UNAUTHORIZED ACCESS TO COMPANY DOCUMENTS 7-1

AND INFORMATION SYSTEM

7.2 ACCESS TO AIRCRAFT 7-2

7.2.1 RAMP AREAS 7-2

7.2.2 CONTROL OF ACCESS TO AIRCRAFT 7-2

7.3 PASSENGER SECURITY PROCEDURES 7-2

7.4 PASSENGER CARRY ON BAGGAGE 7-2

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7.5 CUSTODY OF VALUABLES 7-2

7.6 FLIGHT DOCUMENT BAGS 7-2

Chapter 8 Passenger and Baggage Handling Page

8.1 CHECK IN 8-1

8.1.1 PRE-CHECK-IN PREPARATION 8-1

8.1.2 CHECK-IN COUNTER REQUIREMENTS 8-1

8.1.3 PASSENGER CHECK-IN 8-1

8.1.4 Passenger Acceptance 8-2

8.1.4.1 Requirements for Passenger Acceptance 8-2

8.1.4.2 Seating 8-2

8.1.4.3 Exit Row Seating 8-2

8.1.5 Travel Documents and Verification 8-3

8.1.6 CHECK-IN COUNTERS 8-3

8.1.7 REFUSAL OF PASSENGER 8-4

8.1.8 PASSENGER STANDARD WEIGHT 8-4

8.2 FLIGHT DOCUMENTS 8-5

8.3 TICKETING PROCEDURES 8-6

8.3.1 PREPARATION 8-6

8.3.2 RULES 8-6

8.3.3 TICKET TERMS AND CONDITIONS 8-7

8.3.4 BAGGAGE Acceptance 8-8

8.3.4.1 Carry on Baggage Acceptance 8-8

8.3.4.2 Dangerous Goods in Baggage 8-9

8.4. RESERVED 8-9

8.5 PASSENGER DISRUPTIONS 8-9

8.5.1 DELAY 8-9

8.5.1.1 Disruptions Known Prior/During Check-In 8-9

8.5.1.2 Disruption Known Prior/During Boarding 8-9

8.6 SPECIAL CATAGORIES OF PASSENGER 8-10

8.6.1 CARRIAGE OF INCAPACITATED PASSENGERS 8-11

8.6.1.1 Definitions: 8-11

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8.6.2 EXPECTANT MOTHERS 8-11

8.6.2.1 Terms and conditions 8-11

8.6.3 INFANTS 8-11

8.6.4 YOUNG PASSENGERS TRAVELLING ALONE (YPTA) 8-13

8.6.4.1 Under 8 years: 8-13

8.6.4.2 Between 8 years to below 12 years: 8-13

8.6.4.3 Between 12 years to below 16 years: 8-13

8.6.4.4 Condition for acceptance 8-13

8.6.4.5 The YPTA Handling Form 8-13

8.6.4.6 Handling Procedure for YPTA 8-14

8.6.5 MISSING PASSENGER DRILL 8-15

8.6.6 INCAPACITATED PASSENGER 8-16

8.6.7 ELDERLY PASSENGER 8-16

8.6.8 DEAF OR HEARING-IMPAIRED PASSENGER 8-16

8.6.9 BLIND OR VISUALLY IMPAIRED PASSENGER 8-17

8.6.10 SPEECH IMPAIRED PASSENGER 8-18

8.6.11 SICK PASSENGER 8-18

8.6.11.1 On Ground 8-18

8.6.11.2 Medical Expenses 8-18

8.6.11.3 Infectious or contagious disease 8-18

8.6.11.4 Sick Onboard 8-19

8.6.12 MEDICAL CASE (NON ACCEPTANCE) 8-19

8.6.12.1 Definition 8-19

8.6.12.2 Mentally Disturbed Person 8-19

8.6.13 UPLIFT OF PRISONERS 8-20

8.6.13.1 Escorts, Seating and Placement for Prisoners 8-20

8.6.14 DEPORTEE 8-20

8.6.14.1 General Principle 8-20

8.7 DOCUMENTATION AND PROCEDURE 8-21

8.7.1 ARRIVAL 8-21

8.7.1.1 Preparation 8-21

8.7.1.2 Responsibilities for Passenger Service Agent / Ramp Service 8-21

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8.7.2 DEPARTURE 8-22

8.7.2.1 Preparation 8-22

8.7.2.2 Duty and Responsibility 8-22

8.7.3 TURNAROUND TIME 8-23

8.7.4 TRANSFER PASSENGER 8-23

8.8 DISRUPTIVE PASSENGERS 8-23

8.8.1 INTRODUCTION 8-23

8.8.2 DEFINITION 8-23

8.8.3 CAUSES OF DISRUPTIVE BEHAVIOR 8-23

8.8.4 SIGNS OF DISRUPTIVE PASSENGER 8-24

8.8.5 CLASSIFICATION OF THREATS 8-24

8.8.6 THAI SEAPLANE POLICY REGARDING DISRUPTIVE PASSENGERS 8-25

8.8.7 HANDLING DISRUPTIVE PASSENGERS 8-26

8.8.7.1 At Check-in and Boarding Gate 8-26

8.8.7.2 Before Take-off 8-26

8.8.7.3 Hand-over to Police 8-27

8.8.8 INCIDENT REPORTING 8-27

8.8.9 POST INCIDENT SUPPORT 8-28

8.8.9.1 Court Appearances 8-28

8.8.9.2 Recovery of Damages 8-28

8.8.9.3 Follow up of an Incident 8-28

8.9 GATE MANAGEMENT 8-29

8.9.1 GATE MANAGEMENT INTRODUCTION 8-20

8.9.1.1 The Process of Gate Management 8-29

8.9.2 PROCESS OF GATE MANAGEMENT HANDLING PROCEDURES 8-29

8.9.2.1 Gate Preparation 8-29

8.9.2.2 Departure Gate (Holding Area) Control 8-30

8.9.3 BOARDING CONTROL 8-31

8.9.3.1 Passenger Boarding Process 8-31

8.9.4 GATE CLOSURE 8-32

8.10 GATE MANAGEMENT 8-33

8.10.1 REMOTE BAYS - BOARDING USING VAN 8-33

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8.11 LOADING / UNLOADING PRINCIPLES 8-33

8.12 ABSENT OF FLIGHT CREW MEMBERS WHEN PASSENGER ON BOARD 8-33

8.13 LOST AND FOUND ARTICLES 8-33

Chapter 9 Outsourcing Control Page

9.1 OUTSOURCING CONTROL 9-1

9.2 CONTRACT SPECIFICATIONS 9-2

9.2.1 OPERATIONAL STAFF 9-2

9.2.2 TRAINING REQUIREMENTS 9-2

9.2.3 EQUIPMENT 9-2

9.2.4 PERFORMANCE MEASURE 9-3

9.2.5 COMMUNICATION 9-3

9.3 THE GROUND HANDLING SERVICE PROVIDER PROCEDURE 9-3

Appendix A Ground Handling Service Provider Procedure Page

A1 GROUND HANDLING SERVICE PROVIDER PROCEDURE A-1
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0.2 AMENDMENT & REVISION

(a) The Ground Operations Manual [GOM] is issued on Thai Seaplane Co,. Ltd.
[TSP]’s authority and the Head of Ground Operations [GM] (Manual custodian) is
authorized and responsible all amendments as complied with regulations by the
Civil Aviation Authority of Thailand [CAAT].

(b) Any proposed amendment should be forwarded through the [QM] & [SM] on
a Document Change Request Form(1701-C-DCR). All amendments will be in the
form of printed. Manuscript amendments is NOT acceptable. Revision pages will be
annotated to show the effective date. the amendment list number and the portion
of the text which has been revised, as indicated by vertical marginal lines adjacent
to the changes. Each amendment will be accompanied by a revised list of effective
pages, with the effective date and will be maintained at the front pages of each
manual.

(c) The system of amendment and revision apply to entire TSP manuals. Revision
is numbered in sequence and may be carried out a long-term application regularly
and permanently incorporated into the manual.

(d) All intended amendments must be informed to Head of relevant department

who is responsible to review and correct on his/her consideration, If the Document
Change Request (DCR) is accepted by Head of relevant department and send to
[SM], [QM] and Copy [QDC].

(e) The Normal Revision time frame to review and revise TSP’s manuals is 12
calendar months or sooner in case of reasonable cause.

(f) Document Control Officer [QDC] shall process and submit to CAAT for
approval or acceptance. After [QDC] has been receiving the approval or acceptance
manuals from CAAT. The new revision or updated manual are classified as the new
in-coming document from external of CAAT. The FSDS begins by QDC is issuing
control number/date before distributing to responsible post holders.

(g) Head of Quality [QM] shall submit all approved or accepted manuals into
CAAT’s database after QDC has distributed to his / her manual.
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(h) The Amendment Flowchart of TSP is depicted the details to FSM Clause 2.5.3.

(i) All intended amendments and revisions must be submitted to the CAAT in
advance. Any part of this manual amendment / revision concerned must be
accepted/approved.
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0.3 DISTRIBUTION LIST

The Ground Operations Manual [GOM] shall be compulsorily divided to availability
source formats such as soft file (Shared drive); except to the Civil Aviation Authority
of Thailand [CAAT] will be distributed via FOSD or applicable. Pursuant to each post-
holder shall have been respectively distributed as listed in order to current version
receipt on hands.

Post-holder / Staff Format Remark

Chief Executive Officer [AM] Soft-file Shared Drive
Head of Flight Operations [FM] Soft-file Shared Drive
Head of Ground Operations [GM] Soft-file Shared Drive
Head of Safety [SM] Soft-file Shared Drive
Head of Security [CM] Soft-file Shared Drive
Head of Quality [QM] Soft-file Shared Drive
Head of Training [TM] Soft-file Shared Drive
Head of Engineering and
Soft-file Shared Drive
Maintenance [EM]
Document Control Officer [QDC] Soft-file Shared Drive
Chief of Pilot [CEP] Soft-file Shared Drive
Flight Operations Assistant [DIA] Soft-file Shared Drive
CAAT’s
Civil Aviation Authority of Thailand Soft-file
database
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0.4 ABBREVIATION & DEFINITION

0.4.1 ABBREVIATIONS
A

A/P Auto Pilot

AAL Above Aerodromes Level
ACAS Airborne collision avoidance systems
A/C Aircraft
ACFT Aircraft
AD Airworthiness Directive
ADF Automatic Direction Finding
ADS-B Automatic Dependent Surveillance - Broadcast
ADS-C Automatic dependent surveillance-contract
AFCS Automatic flight control system
AFM Aircraft Flight Manual
AGL Above Ground Level
AIP Aeronautical Information Publication
AIR Airborne image recorder
AIREP Air Report
AME Authorized Medical Examiner
AMP Aircraft Maintenance Program
AOC Air Operator Certificate
AOCR Air Operator Certificate Requirements
AOG Aircraft on Grounded
APCH Approach
APU Auxiliary Power Unit
AR Authorization required
ASDA Accelerate Stop Distance Available
ATA Actual Time of Arrival
ATC Air Traffic Controller
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ATM Air traffic Management

ATN Aeronautical Telecommunication Network
ATP Airline Transport Pilot
ATS Air Traffic Services
C

CAAT Civil Aviation Authority of Thailand

CAT Category Clear Air Turbulence
CAT I Category I
CAT II Category II
CAT III Category III
CAT IIIA Category IIIA
CAT IIIB Category IIIB
CAT IIIC Category IIIC
CDL Configuration Deviation List
CDI Course Deviation Indicator
CFP Computer Flight Plan
CFIT Controlled flight into terrain
CG Center of Gravity
cm Centimetre
C of A Certificate of Airworthiness
C of R Certificate of Registration
CRM Crew Resource Management
CTAF Common Traffic Advisory Frequency
CVR Cockpit voice recorder
CVS Combined vision system
E

EFB Electronic flight bag

EFIS Electronic flight instrument system
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EGT Exhaust gas temperature

ELT Emergency Locator Transmitter
ELT(AD) Automatic deployable ELT
ELT(AF) Automatic fixed ELT
ELT(AP) Automatic portable ELT
ERM Emergency Response Manual
ERP Emergency Response Plan
ETA Estimated Time of Arrival
ETD Estimated Time of Departure
EVS Enhanced vision system
F

FAF Final Approach Fix

FANS Future air navigation system
FAP Final Approach Point
FATO Final approach and take-off area
FD Flight Director
FDR Flight data recorder
FDM Flight Dispatch Manual
FI Flight Instructor
FO First Officer
FOO Flight Operation Officer
FM Frequency modulation
FSDS Flight Safety Documentation System
FSM Flight Safety Documentation System Manual
ft Foot; Feet
G

G Normal acceleration
GMM General Maintenance Manual
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GOM Ground Operations Manual

GP Glide path
G/S Glide Slope
H

hPa Hectopascal
HAT Height Above Touchdown
HF High Frequency (3-30 MHz)
HIRL High Intensity Runway Edge Lights
I

IA Intermediate Alternate
IAF Intermediate Approach Fix
IAS Indicated Airspeed
IATA International Air Transport Association
ICAO International Civil Aviation Organization
ID Identity
IF Initial Approach Fix
IFR Instrument Flight Rules
ILS Instrument landing system
IMC Instrument meteorological conditions
inHg Inch of mercury
IOE Initial Operating Experience
ISO International Organization for Standardization
ISS Issue
K

Kg Kilogram
kHz Kilohertz
Km Kilo Meter
Kts Knots
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Lbs Pounds(s)
LDA Landing distance available
LDP Landing decision point
LDR Landing distance required
LED Light emitting diode
LH Left Hand
LLZ Localizer
LOPA Layout of Passenger Accommodation
M

m Meter(s)
M Mach number
MAC Mean Aerodynamic Chord
MAP Minimum Approach Point
MAX, Max Maximum
Mb Millibars
MDA Minimum Descent Altitude
MDA/H Minimum descent altitude/height
MDH Minimum Descent Height
MEA Minimum Enroute Altitude
MEL Minimum Equipment List
MHz Megahertz mm Millimeter
MLS Microwave landing system
MMEL Master minimum equipment list
MOCA Minimum Obstacle Clearance Altitude
MORA Minimum Off Route Altitude
MOPS Minimum operational performance specification
MSA Minimum Safe Altitude
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MTOW Maximum Take-off Weight

N

NDB Non-Directional Beacon

NM Nautical Mile(s)
NOTAM Notice to Airman
NOTOC Notification to Captain
O

OAT Outside Air Temperature

OBS Observation
OCA Obstacle Clearance Altitude
OCA/H Obstacle clearance altitude/height
OCH Obstacle Clearance Height
OJT On-the-job training
OM Operations Manual
OPS Operations, Operational
P

PA Public Address
PANS Procedures for Air Navigation Services
PANS-OPS Procedures for Air Navigation Services–Aircraft
Operations
PAPI Precision Approach Path Indicator
PAR Precision Approach Radar
PAX Passenger
PBC Performance-based communication
PBN Performance-based navigation
PBS Performance-based surveillance
PIC/P-I-C Pilot in Command
PF Pilot Fly
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PM Pilot Monitor
PNR Point of no return
psi Pound per square inch
Q

QFE Height above airport elevation (or runway threshold

elevation) based on local station pressure
QMM Quality Management Manual
QMS Quality Management System
QNE Altimeter Setting 29.92’ Hg or 1013.2 Mb
QNH Altitude above sea level based on local station Pressure
R

R Rotor/ Radius
R/T Radio Telephony
RA Radio Altimeter
RCAB Regulations of the Civil Aviation Board
RCP Required communication performance
REF Reference
REG Registration
REV Revision
RH Right Hand
RNAV Area Navigation
RNP Required Navigation Performance
ROC Rate of Climb
RPL Repetitive Flight Plan
RSP Required surveillance performance
RTB Return to Base
RVR Runway Visual Range
RVSM Reduced Vertical Separation Minima
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SATCOM Satellite Communications

SB Service Bulletin
SBAS Satellite-based augmentation system
SEM Security Program Manual
SELCAL Selective Call System
SI International System of Units
SIC Second In Command
SID Standard Instrument Departure
SMS Safety Management System
SMM Safey Management Manual
SOP Standard operating procedure
SRE Surveillance Radar Element
SSR Secondary Surveillance Radar
SVS Synthetic vision system

TAF Tabular Aerodrome Forecast

TAS True Air Speed
TAT Total Air Temperature
TAWS Terrain awareness warning system
TCAS Traffic alert and collision avoidance system
TCH Threshold Crossing Height
TDP Take-off decision point
TDZ Touchdown Zone
TGT Turbine Gas Temperature
TIT Turbine inlet temperature
TLOF Touchdown and lift-off area
TLS Target level of safety
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TMA Terminal Control Area

TODA Take-off distance available
TODR Take-off distance required
TOW Take-off Weight
TSP Thai Seaplane
U

UTC Coordinated Universal Time

VAR Volcanic Activity Reporting

VASI Visual Approach Slope Indicator
VFR Visual Flight Rules
VHF Very High Frequency (30-300 MHz)
VIS Visibility
VMC Visual meteorological conditions
VNAV Vertical navigation
VOR VHF omnidirectional radio range
VS0 Stalling speed or the minimum steady flight speed in
the landing configuration
VSM Vertical separation minima
VTOSS Take-off safety speed
Vy Best rate of climb speed

W/V Wind Velocity

WXR Weather radar
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Symbols
°C Degrees Celsius
% Per cent
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0.4.2 DEFINITIONS
A
Accelerate-Stop Distance Available (ASDA) means the length of the take-off run
available plus the length of Stopway, if provided.
Acts of Unlawful Interference means acts or attempted acts such as to jeopardise
the safety of civil aviation and air transport, i.e.
(a) Unlawful seizure of aircraft in flight;
(b) Unlawful seizure of aircraft on the ground;
(c) Hostage-taking on board an aircraft or on aerodromes;
(d) Forcible intrusion on board an aircraft, at an airport or on the premises of an
aeronautical facility;
(e) Introduction on board an aircraft or at an airport of a weapon or hazardous
device or material intended for criminal purposes; and
(f) Communication of false information as to jeopardise the safety of an aircraft in
flight or on the ground, of passengers, crew, ground personnel or the general
public, at an airport or on the premises of a civil aviation facility.
Adult: Adult, Male and Female, is defined as person of an age of 12 years and above.
Aerodrome means a defined area on land (including any building, installation and
equipment) used or intended to be used either wholly or in part for the arrival,
departure and surface movement of aircraft.
Aerodrome Operating Minima in relation to the operation of an aircraft at an
aerodrome, means the limits of usability of an aerodrome for:
(a) Take-off, expressed in terms of runway visual range or visibility, or both, and
cloud conditions where necessary;
(b) Landing in 2D instrument approach operations, expressed in terms of visibility
or runway visual range, or both, minimum descent altitude/height (MDA/h) and, if
necessary, cloud conditions; and
(c) Landing in 3D instrument approach operations, expressed in terms of visibility
and/or runway visual range and decision altitude/height (DA/H) as appropriate to
the type or category of operations, or both.
Aerial work means an aircraft operation in which an aircraft is used for specialized
services such as agriculture, construction, photography, surveying, observation and
patrol, search and rescue, aerial advertisement, etc.
Agreement means a formal agreement, between an operator and an external
services provider, that identify the document of measurable specifications that can
be monitored by the operator to ensure requirements that affect the quality, safety
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and security are being fulfilled by the service provider or contracted organization or
outsourcing.
Alternate Aerodrome means an aerodrome to which an aircraft may proceed
when it becomes either impossible or inadvisable to proceed to, or to land at, the
aerodrome of intended landing and which meets all of the following requirements:
(a) The necessary services and facilities are available;
(b) The aircraft performance requirements can be met;
(c) The aerodrome is operational at the expected time of use. Alternate aerodromes
include the following:
Take-off Alternate means an alternate aerodrome at which an aircraft would be
able to land should this become necessary shortly after take-off and it is not possible
to use the aerodrome of departure.
En-Route Alternate means an alternate aerodrome at which an aircraft would be
able to land in the event that a diversion becomes necessary while en-route.
Destination Alternate means an alternate aerodrome at which an aircraft would
be able to land should it become either impossible or inadvisable to land at the
aerodrome of intended landing.
Note:- The aerodrome from which a flight departs may also be an en route or a
destination alternate aerodrome for that flight.
Altimetry System Error (ASE) means the difference between the altitude indicated
by the altimeter display, assuming a correct altimeter barometric setting, and the
pressure altitude corresponding to the undisturbed ambient pressure
Aeroplane means a power-driven heavier-than-air aircraft, deriving its lift in flight
chiefly from aerodynamic reactions on surfaces which remain fixed under given
conditions of flight.
Aircraft: In this manual, aircraft means an airplane, balloon, airship, glider or any
similar apparatus that can derive support in the atmosphere from the reactions of
the air.
Aircraft Operating Manual means a manual, acceptable to the State of the
Operator, containing normal, abnormal and emergency procedures, checklists,
limitations, performance information, details of the aircraft systems and other
material relevant to the operation of the aircraft.
Note:- The aircraft operating manual is part of the operations manual.
Aircraft Tracking means a process, established by the operator, that maintains and
updates, at standardized intervals, a ground based record of the four-dimensional
position of individual aircraft in flight.
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Air Operator Certificate (AOC) means a certificate authorizing an operator to carry

out specified commercial air transport operations.
Air Operator’s Permit: A certificate authorizing Thai Seaplane to carry out specified
commercial air transportation.
Air Traffic Services (ATS) means a generic term meaning variously, flight
information service, altering service, air traffic advisory service, air traffic control
service (area control service, approach control services or aerodrome control
service).
Allowed Traffic Load: The weight remaining after the subtraction of the operating
weight from the allowed weight for takeoff.
Airworthy means the status of an aircraft, engine, propeller or part when it
conforms to its approved design and is in a condition for safe operation.
Area Navigation (RNAV), A method of navigation which permits aircraft operation
on any desired flight path within the coverage of ground- or space-based
navigation aids or within the limits of the capability of self-contained aids, or a
combination of these.
Note:- Area navigation includes performance-based navigation as well as other
operations that do not meet the definition of performance-based navigation.
Apron: A defined area on a land aerodrome intended to accommodate aircraft for
purpose of loading or unloading passengers or co-mail , fuelling, parking or
maintenance.
Approval means an authorisation granted by the Authority for:
(a) The transport of dangerous goods forbidden on passenger and/or cargo aircraft
where the Technical Instructions state that such goods may be carried with an
approval; or
(b) Other purposes as provided for in the Technical Instructions.
Note:- In the absence for a specific reference in the Technical Instructions allowing
the granting of an approval, an exemption may be sought.
Appropriate Airworthiness Requirements means the comprehensive and
detailed airworthiness code established, adopted or accepted by the CAAT for the
class of aircraft, engine or propeller under consideration.
Authority means The Civil Aviation Authority of Thailand (CAAT).
B
Baggage: Baggage is any number of bags, cases and containers which hold a
traveler’s articles during transport.
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Baggage Reconciliation: A security process the matches a passenger with his or

her checked baggage and ensure the passenger and the baggage travel together
on the same aircraft.
C
Cabin Compartment: Aircraft compartment where passenger seats are installed.
Captain: A pilot who is in command of the aircraft and flight crew members while
on Flight duty, and who is responsible for the control of the aircraft.
Children: Persons of an age of 2 years and above but less than 12 years of age.
Crew Member means a person assigned by an operator to duty on an aircraft
during a flight duty period.
COMAT means operator material carried on an operator’s aircraft for the operator’s
own purposes.
Combined Vision System (CVS) means a system to display images from a
combination of an Enhanced Vision System (EVS) and a Synthetic Vision System
(SVS).
Commercial Air Transport Operation means an aircraft operation involving the
transport of passengers, cargo or mail for remuneration or hire. This could also be
interpreted as ‘public transport’ in this document.
Contract see definition in Agreement.
Contracted Organization see definition in Service Provider.
Configuration Deviation List (CDL) means a list established by the organization
responsible for the type design with the approval of the State of Design which
identifies any external parts of an aircraft type which may be missing at the
commencement of a flight, and which contains, where necessary, any information
on associated operating limitations and performance correction.
Congested Area in relation to a city, town or settlement, means any area which is
substantially used for residential, commercial or recreational purposes.
Contaminated Runway means a runway is contaminated when a significant
portion of the runway surface area (whether in isolated areas or not) within the
length and width being used is covered by one or more of the substances listed in
the runway surface condition descriptors.
Note:- Further information on runway surface condition descriptors can be found
in the Annex 14, Volume I: Definitions
Continuing Airworthiness means the set of processes by which all aircraft comply
with the applicable airworthiness requirements and remain in a condition for safe
operation throughout their operating life.
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Continuing Airworthiness Records means records which are related to continuing

airworthiness status of an aircraft, engine, propeller or associated part.
Continuous Descent Final Approach (CDFA) means a technique, consistent with
stabilized approach procedures, for flying the Final Approach Segment (FAS) of an
instrument Non-Precision Approach (NPA) procedure as a continuous descent,
without level-off, from an altitude/height at or above the final approach fix
altitude/height to a point approximately 15 m (50 ft) above the landing runway
threshold or the point where the flare manoeuvre begin for the type of aircraft
flown; for the FAS of an NPA procedure followed by a circling approach, the CDFA
technique applies until circling approach minima (circling OCA/H) or visual flight
manoeuvre altitude/height are reached.
D
Dangerous Goods means articles or substances which are capable of posing a
hazard to health, safety, property or the environment and which are shown in the
list of dangerous goods in the Technical Instructions or which are classified
according to those Instructions.
Dangerous Goods Accident means an occurrence associated with and related to
the transport of dangerous goods by air which results in fatal or serious injury to a
person or major property or environmental damage.
Dangerous Goods Incident means an occurrence, other than a dangerous goods
accident, associated with and related to the transport of dangerous goods by air,
not necessarily occurring on board an aircraft, which results in injury to a person,
property or environmental damage, fire, breakage, spillage, leakage of fluid or
radiation or other evidence that the integrity of the packaging has not been
maintained. Any occurrence relating to the transport of dangerous goods which
seriously jeopardizes the aircraft or its occupants is also deemed to constitute a
dangerous goods incident.
Decision Altitude (DA), or Decision Height (DH), in relation to the operation of an
aircraft at an aerodrome, means a specified altitude or height in a 3D instrument
approach operation at which the pilot-in-command must initiate a missed
approach if the visual reference to continue the approach has not been established.
Note 1:- Decision Altitude (DA) is referenced to mean sea level and Decision Height
(DH) is referenced to the threshold elevation.
Note 2:- The required visual reference means that section of the visual aids or of
the approach area which should have been in view for sufficient time for the pilot
to have made an assessment of the aircraft position and rate of change of position,
in relation to the desired flight path. In Category III operations with a decision
height the required visual reference is that specified for the particular procedure
and operation.
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Note. 3:- For convenience where both expressions are used they may be written in
the form “Decision Altitude/Height” and abbreviated “DA/H”.
Destination: Ultimate intended terminating airport of a flight.
Dry Runway means a runway is considered dry if its surface is free of visible
moisture and not contaminated within the area intended to be used.
Duty means any task that flight or cabin crew members are required by the
operator to perform, including, for example, flight duty, administrative work,
training, positioning and standby when it is likely to induce fatigue.
Duty Period means a period which starts when a flight or cabin crew member is
required by an operator to report for or to commence a duty and ends when that
person is free from all duties.
E
Electronic Flight Bag (EFB) means an electronic information system, comprised of
equipment and applications, for flight crew which allows for storing, updating,
displaying and processing of EFB functions to support flight operations or duties.
Emergency Locator Transmitter (ELT) means a generic term describing
equipment which broadcasts distinctive signals on designated frequencies and,
depending on application, may be automatically activated by impact or be
manually activated. An ELT may be any of the following;
(a) Automatic fixed ELT (ELT(AF)). An automatically activated ELT which is
permanently attached to an aircraft.
(b) Automatic portable ELT (ELT(AP)). An automatically activated ELT which is
rigidly attached to an aircraft but readily removable from the aircraft.
(c) Automatic deployable ELT (ELT(AD)). An ELT which is rigidly attached to an
aircraft and which is automatically deployed and activated by impact, and, in some
cases, also by hydrostatic sensors. Manual deployment is also provided.
(d) Survival ELT (ELT(S)). An ELT which is removable from an aircraft, stowed so as to
facilitate its ready use in an emergency, and manually activated by survivors.
Engine means a unit used or intended to be used for aircraft propulsion. It consists
of at least those components and equipment necessary for functioning and control,
but excludes the propeller/rotors (if applicable).
En Route Phase means that part of the flight from the end of the take-off and initial
climb phase to the commencement of the approach and landing phase.
Note: - Where adequate obstacle clearance cannot be guaranteed visually, flights
must be planned to ensure that obstacles can be cleared by an appropriate
margin. In the event of failure of the critical power-unit, operators may need to
adopt alternative procedures.
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Equipment in Compartment (EIC): Equipment which is carried on the aircraft but

which is not manifested and which is not elsewhere included in the weight
composition, such as additional flight kit.
Evaluator means a person authorized to conduct the formal and final summative
assessment of a trainee’s performance.
Exception means a provision which excludes a specific item of dangerous goods
from the requirements normally applicable to that item.
Exemption means an authorization granted by the Authority providing relief from
the provisions of Technical Instructions.
F
Fatigue means a physiological state of reduced mental or physical performance
capability resulting from sleep loss, extended wakefulness, circadian phase, and/or
workload (mental and/or physical activities) that can impair a person’s alterness and
ability to perform safety related operational duties.
Fatigue Risk Management System (FRMS) means a data-driven means of
continuously monitoring and managing fatigue-related safety risks, based upon
scientific principles and knowledge as well as operational experience that aims to
ensure relevant personnel are performing at adequate levels of alertness.
Final Approach Segment (FAS) means the segment of an instrument approach in
which alignment and descent for a landing are accomplished.
First Office: A licensed pilot serving in any piloting capacity other than as
Commander but excluding a pilot who is on board the aircraft for the sole purpose
of receiving flight instruction.
Flight: An aircraft movement from its point of origin to its final destination i.e. from
chocks-off to chocks-on.
Flight Crew means a crew member, including the pilot, flight engineer, flight
navigator and flight radio operator who is charged with duties essential to the
operation of an aircraft during a flight duty period.
Flight Crew Members: Flight Crew Members means a group of persons who
undertake to act as Captain and first officer of aircraft flight.
Flight Data Analysis means a process of analysing recorded flight data in order to
improve the safety of flight operations.
Flight Dispatcher/Flight Operations Officer means a suitably qualified person
designated by the operator of the aircraft to provide:
(a) briefing and/or assistance to the Pilot-in-Command in the safe conduct of the
flight, including pre-flight preparation for the dispatch release; and
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(b) control and supervision of flight while acting as a close link between the aircraft
inflight and the ground services, and between the flight crew and the operator’s
ground staff.
Flight Duty Period means a period which commences when a flight or cabin crew
member is required to report for duty that includes a flight or a series of flights and
which finishes when the aeroplane finally comes to rest and the engines are shut
down at the end of the last flight on which he/she is a crew member.
Flight Manual means a manual, associated with the certificate of airworthiness,
containing limitations within which the aircraft is to be considered airworthy, and
instructions and information necessary to the flight crew members for the safe
operation of the aircraft.
Flight Number: The alpha-numerical designator of a flight.
Flight Plan means specified information provided to air traffic services units
relating to an intended flight or portion of a flight of an aircraft.
Flight Recorder means any type of recorder installed in the aircraft of the purposes
of complementing accident/incident investigation.
Flight Safety Documents System A set of interrelated documentation established
by the operator, compiling and organizing information necessary for flight and
ground operations, and comprising, as a minimum, the operations manual and the
operator’s maintenance control manual.
Fueling Safety Zone: An area with associated restriction on ramp around the
aircraft fuelling.
Flight Simulator means a type of apparatus that provides an accurate
representation of a flight deck of a particular aircraft type to the extent that the
mechanical, electrical, electronic and other aircraft systems control functions, the
normal environment of flight crew members, and the performance and flight
characteristics of that aircraft type are realistically simulated;
Flight Simulation Training Device means an apparatus in which flight conditions
are simulated on the ground and includes a flight simulator, a flight procedures
trainer and a basic instrument flight trainer.
Flight Time - Aeroplanes means the total time from the moment an aeroplane first
moves for the purpose of taking off until the moment it finally comes to rest at the
end of the flight.
Note:- Flight time as here defined is synonymous with the term “block to block”
time or “chock to chock” time in general usage which is measured from the time
an aeroplane first moves for the purpose of taking off until it finally stops at the
end of the flight.
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Flight Time - Helicopters means the total time from the moment a helicopter’s
rotor blades start turning until the moment the helicopter finally comes to rest at
the end of the flight, and the rotor blades are stopped.
Note:- This definition is intended only for the purpose of flight and duty time
regulation.
G
General Aviation Operation means an aircraft operation other than a commercial
air transport operation or an aerial work operation.
General Declaration (GD): A standard document giving certain details about a
flight required for aircraft clearance by government authorities in certain countries.
Ground Handling means services necessary for an aircraft’s arrival at, and
departure from, an airport, other than air traffic services.
General Maintenance Manual means a document which describes the operator’s
procedure necessary to ensure that all scheduled and unscheduled maintenance
is performed on the operator’s aircraft on time and in a controlled and satisfactory
manner.
H
Hard Copy (HC): A printed copy of an electronically transmitted text.
Hold: A space confined by ceiling, floor walls, and bulkheads.
Human Performance means human capabilities and limitations which have an
impact on the safety and efficiency of aeronautical operations.
I
Incompatible means in relation to dangerous goods, if mixed, would be liable to
cause a dangerous evaluation of heat or gas or produce a corrosive substance.
Infant: A person who is less than 2 years of age.
Instrument Approach Operations means an approach and landing using
instruments for navigation guidance based on an instrument approach procedure,
executed either by a 2D or 3D instrument approach operation.
(a) A Two-Dimensional (2D) instrument approach operation means an
instrument approach operation using lateral navigation guidance only; and
(b) A Three-Dimensional (3D) instrument approach operation means an
instrument approach operation using both lateral and vertical navigation guidance.
Note:- Lateral and vertical navigation guidance refers to the guidance provided
either by:
(a) A ground-based radio navigation aid; or
(b) Computer-generated navigation data from ground-based, space-based,
selfcontained navigation aids or a combination of these.
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Instrument Approach Procedure (IAP) means a series of predetermined

manoeuvres by reference to flight instruments with specified protection from
obstacles from
(a) The initial approach fix; or
(b) The beginning of a defined arrival route, where applicable to a point from which
a landing can be completed and thereafter, if a landing is not completed, to a
position at which holding or en-route obstacle clearance criteria apply.
Instrument approach procedures are classified as follows:
(a) Non-Precision Approach (NPA) procedure. An instrument approach procedure
designed for 2D instrument approach operations Type A.
Note:- Non-precision approach procedures may be flown using a Continuous
Descent Final Approach (CDFA) technique. CDFA with advisory VNAV
guidance calculated by on-board equipment (see PANS-OPS (Doc 8168),
Volume I, Part I, Section 4, Chapter 1, paragraph 1.8.1) are considered 3D
instrument approach operations. CDFA with manual calculation of the
required rate of descent are considered 2D instrument approach operations.
For more information on CDFA refer to PANS-OPS (Doc 8168), Volume I,
Section 1.7 and 1.8.
(b) Approach Procedure with Vertical Guidance (APV)”. A Performance-Based
Navigation (PBN) instrument approach procedure designed for 3D instrument
approach operations Type A.
(c) Precision Approach (PA) procedure. An instrument approach procedure based
on navigation systems (ILS, MLS, GLS and SBAS CAT I) designed for 3D instrument
approach operations Type A or B
Note:- Refer to paragraph 13.1.3 in Chapter 2 for instrument approach operation
types. Instrument Meteorological Conditions (IMC) means meteorological
conditions expressed in terms of visibility, distance from cloud, and ceiling, less
than the minima specified for visual meteorological conditions.
Note:- The specified minima for visual meteorological conditions are contained in
Chapter 4 of Annex 2. Isolated Aerodrome means a destination aerodrome for
which there is no destination alternate aerodrome suitable for a given
aeroplane type.
L
Landing Distance Available (LDA) means the length of runway which is declared
available and suitable for the ground run of an aeroplane landing. Large Aeroplane
means an aeroplane of a maximum certificated take-off mass of over 5,700 kg.
Load: Any item carried in an aircraft other than is included in the basic operating
weight.
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Load Control: A function to ensure the optimum utilization of the aircraft capacity
and distribution of load as dictated by safety and operational requirements.
Loadsheet: A document that contains the weight data for a particular flight,
including weight of the aircraft, flight crew members, pantry, fuel, passengers,
baggage and co-mail, and details of the distribution of the load in the aircraft.
M
Maintenance means the performance of tasks on an aircraft, engine, propeller or
associated part required to ensure the continuing airworthiness of an aircraft,
engine, propeller or associated part including any one or combination of overhaul,
inspection, replacement, defect rectification, and the embodiment of a
modification or repair.
Maintenance Programme means the maintenance schedule and related
procedures, such as a reliability programme, necessary for the safe operation of
those aircraft to which it applies.
Maintenance Release means a document which contains a certification
confirming that the maintenance work to which it relates has been completed in a
satisfactory manner in accordance with appropriate airworthiness requirements.
Maintenance Schedule means a document which describes the specific scheduled
maintenance tasks and their frequency of completion necessary for the safe
operation of those aircraft to which it applies.
Master Minimum Equipment List (MMEL) A list established for a particular aircraft
type by the organization responsible for the type design with the approval of the
State of Design containing items, one or more of which is permitted to be
unserviceable at the commencement of a flight. The MMEL may be associated with
special operating conditions, limitations or procedures.
Maximum Diversion Time means the maximum allowable range, expressed in
time, from a point on a route to an en-route alternate aerodrome.
Maximum Mass means maximum certificated take-off mass.
Minimum Equipment List (MEL), A list which provides for the operation of aircraft,
subject to specified conditions, with particular equipment inoperative, prepared by
an operator in conformity with, or more restrictive than, the MMEL established for
the aircraft type.
Meteorological Information means a meteorological report, analysis, forecast, and
any other statement relating to existing or expected meteorological conditions.
Minimum Descent Altitude (MDA) or Minimum Descent Height (MDH) means a
specified altitude or height in a non-precision 2D instrument approach operation
or circling approach operation below which the pilot-in-command must not
continue the descent without the required visual reference.
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Note 1:- Minimum Descent Altitude (MDA) is referenced to mean sea level and
Minimum Descent Height (MDH) is referenced to the aerodrome elevation or
to the threshold elevation if that is more than 2 m (7 ft) below the aerodrome
elevation.A minimum descent height for a circling approach is referenced to
the aerodrome elevation.
Note 2:- The required visual reference means that section of the visual aids or of
the approach area which should have been in view for sufficient time for the
pilot to have made an assessment of the aircraft position and rate of change
of position, in relation to the desired flight path. In the case of a circling
approach the required visual reference is the runway environment.
Note 3:- For convenience when both expressions are used they may be written in
the form “Minimum Descent Altitude/Height” and abbreviated “MDA/H”
N
Navigation Specification A set of aircraft and flight crew requirements needed to
support performance-based navigation operations within a defined airspace. There
are two kinds of navigation specifications:
RNP Specification A navigation specification based on area navigation that
includes the requirement for performance monitoring and alerting, designated by
the prefix RNP, e.g. RNP 4, RNP APCH.
RNAV Specification A navigation specification based on area navigation that does
not include the requirement for performance monitoring and alerting, designated
by the prefix RNAV, e.g. RNAV 5, RNAV 1.
Note:- The Performance-based Navigation Manual (Doc 9613), Volume II contains
detailed guidance on navigation specifications
Night means the hours between the end of evening civil twilight and the beginning
of morning civil twilight or such other period between sunset and sunrise, as may
be prescribed by the appropriate authority.
NOTAM: A notice containing information concerning the establishment, condition
or change in any aeronautical facility, service, procedure or hazard, the timely
knowledge of which is essential to personnel concerned with flight operations
division.
O
Obstacle Clearance Altitude (OCA) or “Obstacle Clearance Height (OCH) means
the lowest altitude or the lowest height above the elevation of the relevant runway
threshold or the aerodrome elevation as applicable, used in establishing
compliance with appropriate obstacle clearance criteria.
Note 1:- Obstacle clearance altitude is referenced to mean sea level and obstacle
clearance height is referenced to the threshold elevation or in the case of non-
precision approaches procedures to the aerodrome elevation or the threshold
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elevation if that is more than 2 m (7 ft) below the aerodrome elevation. An obstacle
clearance height for a circling approach is referenced to the aerodrome elevation.
Operating Base means the location from which operational control is exercised.
Note:- An operating base is normally the location where personnel involved in the
operation of the aircraft work and the records associated with the operation are
located. An operating base has a degree of permanency beyond that of a regular
point of call.
Operation An activity or group of activities which are subject to the same or similar
hazards and which require a set of equipment to be specified, or the achievement
and maintenance of a set of pilot competencies, to eliminate or mitigate the risk of
such hazards.
Note:- Such activities could include, but would not be limited to, offshore
operations, HELI-hoist operations or emergency medical service.
Operational Control means the exercise of authority over the initiation,
continuation, diversion or termination of a flight in the interest of the safety of the
aircraft and the regularity and efficiency of the flight.
Operational Flight Plan means the operator’s plan for the safe conduct of the flight
based on considerations of aeroplane performance, other operating limitations and
relevant expected conditions on the route to be followed and at the aerodromes
concerned.
Operations Manual means a manual containing procedures, instructions and
guidance for use by operational personnel in the execution of their duties
Operator: A person, organization or enterprise engaged in or offering to engaged
in an aircraft operation.
Operations Specifications means the authorizations including specific approvals,
conditions and limitations associated with the air operator certificate and subject
to the conditions in the operations manual
Outsourcing see definition in Service Provider
P
Passenger Aircraft means an aircraft that carries any person other than a crew
member, employee of the operator in an official capacity, an Authorised Officer or
a person accompanying a consignment or other cargo.
Passenger Close Out Time: The time after which further passengers will not be
accepted for carriage on that flight
Performance-Based Communication (PBC) means communication based on
performance specifications applied to the provision of air traffic services.
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Note:- An RCP specification includes communication performance requirement

that are allocated to system components in terms of the communication to
be provided and associated transaction time, continuity, available, integrity,
safety and functionality needed for the proposed operation in the context of
a particular airspace concept.
Performance-Based Navigation (PBN) Area navigation based on performance
requirements for aircraft operating along an ATS route, on an instrument approach
procedure or in a designated airspace.
Note:- Performance requirements are expressed in navigation specifications
(RNAV specification, RNP specification) in terms of accuracy, integrity,
continuity, availability and functionality needed for the proposed operation in
the context of a particular airspace concept.
Performance-Base Surveillance (PBS) means surveillance based on performance
specifications applied to be the provision of air traffic service.
Note:- An RSP specification includes surveillance performance requirements that
are allocated to system components in terms of the surveillance to be provide
and associated data delivery time, continuity, availability, integrity, accuracy
of the surveillance data, safety and functionality needed for the proposed
operation in the context of the particular airspace concept.
Pilot-In-Command The pilot designated by the operator, or in the case of general
aviation, the owner, as being in command and charged with the safe conduct of a
flight.
Point of No Return (PNR) means the last possible geographic point at which an
aircraft can proceed to the destination aerodrome as well as to an available enroute
alternate aerodrome for a given flight.
Pressure-Altitude An atmospheric pressure expressed in terms of altitude which
corresponds to that pressure in the Standard Atmosphere.
Note:- The Standard Atmosphere as defined in ICAO Annex 8 means:
(a) The air is a perfect dry gas;
(b) The physical constants are:
— Sea level Mean Molar Mass:
M0 = 28.964420×10-3 kg mol-1
— Sea level Atmospheric Pressure: P0 = 1013.250 hPa
— Sea level temperature:
t0 = 15°C
T0 = 288.15 K
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— Sea level atmospheric density: ρ0= 1.2250 kg m-3

— Temperature of the ice point: Ti = 273.15 K
— Universal gas constant:
R* = 8.31432 JK1mol-1
Psychoactive Substances means alcohol, opioids, cannabinoids, sedatives and
hypnotics, cocaine, other psychostimulants, hallucinogens, and volatile solvents,
but excludes coffee and tobacco.
R
Required Communication Performance (RCP) Specification means a set of
requirements for air traffic service provision and associated ground equipment,
aircraft capability, and operations needed to support performance-based
communication.
Required Surveillance Performance (RSP) Specification means a set of
requirements for air traffic services provision and associated ground equipment,
aircraft capability, and operations needed to support performance-based
surveillance.
Repair means the restoration of aircraft, engine, propeller or associated part to an
airworthy condition in accordance with the appropriate airworthiness
requirements, after it has been damaged or subjected to wear.
Rest Period means a continuous and defined period of time, subsequent to and/or
prior to duty, during which flight or cabin crew members are free of all duties.
Runway: A defined rectangular area on a land aerodrome prepared for the landing
and take-off of the aircraft.
Runway Visual Range (RVR) means the range over which the pilot of an aircraft on
the centre line of a runway can see the runway surface markings or the lights
delineating the runway or identifying its centre line.
S
Safe Forced Landing means unavoidable landing or ditching with a reasonable
expectancy of no injuries to persons in the aircraft or on the surface.
Safety Management System means a systematic approach to managing safety,
including the necessary organizational structures, accountabilities, responsibilities,
policies and procedures.
Seating: The procedure whereby passengers obtain their seats - it may be free,
allocated or selected.
Serious injury. An injury which is sustained by a person in an accident and which:
(a) Requires hospitalization for more than 48 hours, commencing within seven days
from the date the injury was received; or
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(b) Results in a fracture of any bone (except simple fractures of fingers, toes or nose);
or
(c) Involves lacerations which cause severe haemorrhage, nerve, muscle or tendon
damage; or
(d) Involves injury to any internal organ; or
(e) Involves second or third degree burns, or any burns affecting more than 5 per
cent of the body surface; or
(f) Involves verified exposure to infectious substances or injurious radiation.
Service Level Agreement (SLA) means a formal agreement, usually as part of a
contract, between an operator and an external services provider, or in some cases,
and internal services provider, that:
(a) Specifies, in measurable terms, the services the external provider is expected to
perform;
(b) Becomes the basis for monitoring of the performance of the external services
provider by the operator; and
(c) Defined and agreed as the impact of poor service can also affect the airport
which may suffer reputational damage or loss of revenue.
Service Provider means the business practice whereby one party (e.g. an operator
or provider) transfers, usually under the terms of a contract or binding agreement,
the conduct of an operational function to a second party (e.g. an external service
provider). Under outsourcing, the first party retains responsibility for the output or
results of the operational function even though it is conducted by the second party.
Shall means a procedure is mandatory as necessary for the safety or regularity of
international civil aviation to comply with all standards at all times.
Should means a procedure is recommended in the interests of safety, regularity, or
efficiency of international civil aviation with recommended practices.
Small Aeroplane means an aeroplane of a maximum certificated take-off mass of
5 700 kg or less.
Special Categories Passengers means persons who need special conditions,
assistance, or equipment when travelling by air. These may include but are not
limited to:
(a) Infants;
(b) Unaccompanied children;
(c) Persons with disabilities;
(d) Persons with mobility impairments;
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(e) Persons on stretchers; and

(f) Inadmissible passenger, deportees, or persons in custody.
Special Load: A load which, owing to its nature or value, requires special attention
and treatment during the process of acceptance storage, transportation, loading
and unloading. Spreader Devices, usually boards, on which items of dead load are
placed to distribute the weight of the load over a greater area to ensure that
maximum floor loading limitations, are not exceeded.
Specific Approval means an approval which is documented in the Operations
Specifications for commercial air transport operations or in the list of specific
approvals for non-commercial operations.
Note:- The terms authorization, specific approval, approval and acceptance are
further described in ICAO Annex 6 Part I Attachment D.
State of Design refers to the State having jurisdiction over the organization
responsible for the type design.
State of Destination means the State in the territory of which the consignment is
finally to be unloaded form an aircraft.
State of Origin means the state in the territory of which the consignment is first to
be loaded on aircraft.
State of Registry means the State on whose register the aircraft is entered.
State of the Aerodrome means the State in whose territory the aerodrome is
located.
State of the Operator means the State in which the operator’s principal place of
business is located or, if there is no such place of business, the operator’s permanent
residence.
Synthetic Vision System (SVS) means a system to display data-derived synthetic
images of the external scene from the perspective of the flight deck.
T
Takeoff Weight: Gross weight of aircraft at brake release for takeoff. That is actual
zero fuel weight plus take off fuel.
Target Level of Safety (TLS) means a generic term representing the level of risk
which is considered acceptable in particular circumstances.
Taxiway: A defined path on a land aerodrome established for the taxiing of aircraft
and intended to provide a link between one part of the aerodrome and another.
Technical Instructions (TI) means the technical instructions for the safe transport
of dangerous goods by air (Doc 9284), approved and issued periodically in
accordance with the procedure established by the ICAO Council.
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Threshold Time means the range, expressed in time, established by the State of
the Operator, to an en-route alternate aerodrome, whereby any time beyond
requires a specific approval for EDTO from the State of the Operator
Total Vertical Error (TVE) means the vertical geometric difference between the
actual pressure altitude flown by an aircraft and its assigned pressure altitude (flight
level).
V
Visual Meteorological Conditions (VMC) means meteorological conditions
expressed in terms of visibility, distance from cloud, and ceiling, equal to or better
than specified minima.
W
Weight: The term weight is used herein in lieu of the correct technical term mass,
in order to conform to standard industry terminology.
Wet Runway means the runway surface is covered by any visible dampness or
water up to and including 3 mm deep within the intended area of use.
Z
Zero Fuel Weight: The weight of an aircraft without fuel that is dry operating
weight plus total traffic load.
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0.5 PAGINATION
The following illustration shows the typical style and setting of a manual page.
17 CM

0.5.1 TABLE OF CONTENT

The information in Table of Content consists of:
1. Section, Clause and Sub-Clause number.
2. This information is located on the left side of Table of Content body.
3. The number format is “Chapter-Section-Clause-Sub-Clause”.

1. Title of each section, Clause and Sub-Clause.

a. These titles are placed after the Section, Clause and Sub-Clause
number.

2. Page number
a. Page number of each Section, Clause and Sub-Clause found on the
right side of Table of Content body.
b. Page number format is “Chapter - Page number of this Chapter”.

0.5.2 FORMAT SPECIFICATIONS

Program: Microsoft Word.

Page size: A4
Font Type: Montserrat.
Font Size: 12 points for standard & 10 point for inadequate space.
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0.5.3 PAGE SETUP

Top: 1.27 cm.

Bottom: 1.27 cm.
Left: 1.50 cm.
Right: 2.00 cm.
Gutter: 0.76 cm.

0.5.4 PAPER COLOR REGULATION

Regular revision: White.

Bulletin: White.

0.5.5 HEADER TEXT

Font Type: Montserrat.

Font Size: 12 points for standard.
Type Style: Bold with Upper Case.

0.5.6 COMPANY LOGO

Hight: 1.5 cm.

Width: 2.52 cm.

0.5.7 MANUAL CONTROL BLOCK (CENTER)

Manual Title : Uppercase Bold.

Chapter Number : Uppercase Bold.
Sub section Title : Uppercase.
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0.5.8 MANUAL CONTROL BLOCK (RIGHT)

Document Code : Department Code - FSDS Groped Code

- Manual Name (XX-X-XXX)
Issue Number : Sentence case with number 2 digit.
Revision Number : Sentence case with number 2 digit.
Effective Date : DD MMM YY (Sentence case).
Page Number : Chapter No. - Page number (X-XX)

0.5.9 PAGE DESIGNATION

• Denote a blank page with "intentionally left blank".

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0.6 MANAGE OF REVISION

0.6.1 RECORD OF REVISION
Issue Revision Eff. Inserted
Action Subject
No. No. Date by
00
01
(Initial Added 3 APR 24 - GM
(Original)
Issue)
0.1 TABLE OF CONTENTS
0.2 AMENDMENT & REVISION
0.3 DISTRIBUTION LIST
0.4.1 ABBREVIATIONS
0.4.2 DEFINTION
0.6.1 RECORD OF REVISION
0.6.2 RECORD OF TRANSMITTAL
0.7 LIST OF EFFECTIVE PAGES
2.1.1 THAI SEAPLANE
ORGANIZATIONAL STRUCTURE
2.1.2 GROUND OPERATIONS
DEPARTMENT STRUCTURE
ORGANIZATION
2.1.4 DELEGATED
RESPONSIBILITIES
2.1.7 PASSENGER SERVICE STAFF
[GPS]
2.1.7 PASSENGER SERVICE
OFFICER [GPO]
2.1.8 RAMP SERVICE STAFF [GRS]
Revised, 2.1.8 RAMP SERVICE OFFICER
Removed [GRO]
01 01 28 AUG 24 GM
& 2.1.9 PASSENGER SERVICE
Added MANAGER (GPM)
2.1.10 DG COORDINATOR (GDG)
Chapter 3 STAFF TRAINING AND
QUALIFICATION REQUIREMENT
Chapter 3 TRAINING PROGRAM
4.3.1.1 Passenger Manifest to
removed
5.1.3 SAFETY PROCEDURE added
content
5.1.8 BAY INSPECTION AND
PREPARATIONS
5.2.3 FOREIGN OBJECT DEBRIS
(FOD)
5.5.2.3 Chocking Procedures of All
Aircraft
5.7.1 PREVENTIVE MAINTENANCE
PROGRAM AND PROCEDURES
5.7.1.1 Pickup
5.7.1.2 Passenger Stair
5.8 ARRIVAL AND DEPARTURE
AIRSIDE ACTIVITY
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5.8 AIRCRAFT ARRIVAL

5.9 SAFETY CONES
5.9 AIRCRAFT DEPARTURE
ARRIVAL
5.10 SAFETY CONES
5.10.1 SAFETY CONE PLACEMENT
FOR C208
5.11 AIRCRAFT CLEANING
Chapter 8 PASSENGER HANDLING
PROCEDURES
Chapter 8 PASSENGER AND
BAGGAGE HANDLING
Chapter 9 OUTSOURCING
CONTROL
0.1 TABLE OF CONTENTS
0.6.1 RECORD OF REVISION
0.6.2 RECORD OF TRANSMITTAL
Revised
0.7 LIST OF EFFECTIVE PAGES
01 02 & TBA GM
9.3 THE GROUND HANDLING
Added
SERVICE PROVIDER PROCEDURE
A1 GROUND HANDLING SERVICE
PROVIDER PROCEDURE
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0.6.2 RECORD OF TRANSMITTAL

Manual Name: GROUND OPERATIONS MANUAL
Issue No.: 01
Revision No.: 02
Manual No.: 07-C-GOM
Issue/ Revise Date: 10 SEP 24
Action Chapter - Page No. Outline of Revision and Reason
Revised 0-9 0.1 TABLE OF CONTENTS to new revision
Revised 0 - 45 0.6.1 RECORD OF REVISION add new revision
Revised 0 - 46 0.6.2 RECORD OF TRANSMITTAL add action
Revised 0 - 49 to 51 0.7 LIST OF EFFECTIVE PAGES to new revision
Added 9-4 9.3 THE GROUND HANDLING SERVICE PROVIDER
PROCEDURE
Added A - 1 to 2 A1 GROUND HANDLING SERVICE PROVIDER
PROCEDURE
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0.7 LIST OF EFFECTIVE PAGES

Page Issue Revision Effective date Page Issue Revision Effective date

Chapter 0 0-35 01 01 28 AUG 24

0-1 01 01 28 AUG 24 0-36 01 01 28 AUG 24
0-2 01 01 28 AUG 24 0-37 01 01 28 AUG 24
0-3 01 01 28 AUG 24 0-38 01 01 28 AUG 24
0-4 01 01 28 AUG 24 0-39 01 01 28 AUG 24
0-5 01 01 28 AUG 24 0-40 01 01 28 AUG 24
0-6 01 01 28 AUG 24 0-41 01 01 28 AUG 24
0-7 01 01 28 AUG 24 0-42 01 01 28 AUG 24
0-8 01 01 28 AUG 24 0-43 01 01 28 AUG 24
0-9 01 02 TBA 0-44 01 01 28 AUG 24
0-10 01 01 28 AUG 24 0-45 01 02 TBA
0-11 01 01 28 AUG 24 0-46 01 02 TBA
0-12 01 01 28 AUG 24 0-47 01 02 TBA
0-13 01 01 28 AUG 24 0-48 01 02 TBA
0-14 01 01 28 AUG 24 0-49 01 02 TBA
0-15 01 01 28 AUG 24 0-50 01 02 TBA
0-16 01 01 28 AUG 24 Chapter 1
0-17 01 01 28 AUG 24 1-1 01 00 3 APR 24
0-18 01 01 28 AUG 24 1-2 01 00 3 APR 24
0-19 01 01 28 AUG 24 1-3 01 00 3 APR 24
0-20 01 01 28 AUG 24 1-4 01 00 3 APR 24
0-21 01 01 28 AUG 24 1-5 01 00 3 APR 24
0-22 01 01 28 AUG 24 1-6 01 00 3 APR 24
0-23 01 01 28 AUG 24 Chapter 2
0-24 01 01 28 AUG 24 2-1 01 01 28 AUG 24
0-25 01 01 28 AUG 24 2-2 01 01 28 AUG 24
0-26 01 01 28 AUG 24 2-3 01 01 28 AUG 24
0-27 01 01 28 AUG 24 2-4 01 01 28 AUG 24
0-28 01 01 28 AUG 24 2-5 01 01 28 AUG 24
0-29 01 01 28 AUG 24 2-6 01 01 28 AUG 24
0-30 01 01 28 AUG 24 2-7 01 01 28 AUG 24
0-31 01 01 28 AUG 24 2-8 01 01 28 AUG 24
0-32 01 01 28 AUG 24 2-9 01 01 28 AUG 24
0-33 01 01 28 AUG 24 2-10 01 01 28 AUG 24
0-34 01 01 28 AUG 24 2-11 01 01 28 AUG 24
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Page Issue Revision Effective date Page Issue Revision Effective date

2-12 01 01 28 AUG 24 5-5 01 00 3 APR 24

2-13 01 01 28 AUG 24 5-6 01 00 3 APR 24
Chapter 3 5-7 01 01 28 AUG 24
3-1 01 01 28 AUG 24 5-8 01 01 28 AUG 24
3-2 01 01 28 AUG 24 5-9 01 01 28 AUG 24
3-3 01 01 28 AUG 24 5-10 01 01 28 AUG 24
3-4 01 01 28 AUG 24 5-11 01 01 28 AUG 24
3-5 01 01 28 AUG 24 5-12 01 01 28 AUG 24
3-6 01 01 28 AUG 24 5-13 01 01 28 AUG 24
3-7 01 01 28 AUG 24 5-14 01 01 28 AUG 24
3-8 01 01 28 AUG 24 5-15 01 01 28 AUG 24
3-9 01 01 28 AUG 24 5-16 01 01 28 AUG 24
3-10 01 01 28 AUG 24 5-17 01 01 28 AUG 24
3-11 01 01 28 AUG 24 5-18 01 01 28 AUG 24
3-12 01 01 28 AUG 24 5-19 01 01 28 AUG 24
3-13 01 01 28 AUG 24 5-20 01 01 28 AUG 24
3-14 01 01 28 AUG 24 5-21 01 01 28 AUG 24
3-15 01 01 28 AUG 24 5-22 01 01 28 AUG 24
3-16 01 01 28 AUG 24 5-23 01 01 28 AUG 24
3-17 01 01 28 AUG 24 5-24 01 01 28 AUG 24
3-18 01 01 28 AUG 24 5-26 01 01 28 AUG 24
Chapter 4 5-27 01 01 28 AUG 24
4-1 01 00 3 APR 24 5-28 01 01 28 AUG 24
4-2 01 00 3 APR 24 5-29 01 01 28 AUG 24
4-3 01 00 3 APR 24 5-30 01 01 28 AUG 24
4-4 01 00 3 APR 24 5-31 01 01 28 AUG 24
4-5 01 00 3 APR 24 5-32 01 01 28 AUG 24
4-6 01 01 28 AUG 24 5-33 01 01 28 AUG 24
4-7 01 00 3 APR 24 5-34 01 01 28 AUG 24
4-8 01 00 3 APR 24 5-35 01 01 28 AUG 24
4-9 01 00 3 APR 24 Chapter 6
Chapter 5 6-1 01 00 3 APR 24
5-1 01 00 3 APR 24 6-2 01 00 3 APR 24
5-2 01 01 28 AUG 24 Chapter 7
5-3 01 00 3 APR 24 7-1 01 00 3 APR 24
5-4 01 00 3 APR 24 7-2 01 00 3 APR 24
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Page Issue Revision Effective date Page Issue Revision Effective date

7-3 01 00 3 APR 24 8-35 01 01 28 AUG 24

Chapter 8 Chapter 9
8-1 01 01 28 AUG 24 9-1 01 01 28 AUG 24
8-2 01 01 28 AUG 24 9-2 01 01 28 AUG 24
8-3 01 01 28 AUG 24 9-3 01 01 28 AUG 24
8-4 01 01 28 AUG 24 9-4 01 02 TBA
8-5 01 01 28 AUG 24 9-5 01 02 TBA
8-6 01 01 28 AUG 24 Appendix A
8-7 01 01 28 AUG 24 A-1 01 02 TBA
8-8 01 01 28 AUG 24 A-2 01 02 TBA
8-9 01 01 28 AUG 24
8-10 01 01 28 AUG 24
8-11 01 01 28 AUG 24
8-12 01 01 28 AUG 24
8-13 01 01 28 AUG 24
8-14 01 01 28 AUG 24
8-15 01 01 28 AUG 24
8-16 01 01 28 AUG 24
8-17 01 01 28 AUG 24
8-18 01 01 28 AUG 24
8-19 01 01 28 AUG 24
8-20 01 01 28 AUG 24
8-21 01 01 28 AUG 24
8-22 01 01 28 AUG 24
8-23 01 01 28 AUG 24
8-24 01 01 28 AUG 24
8-25 01 01 28 AUG 24
8-26 01 01 28 AUG 24
8-27 01 01 28 AUG 24
8-28 01 01 28 AUG 24
8-29 01 01 28 AUG 24
8-30 01 01 28 AUG 24
8-31 01 01 28 AUG 24
8-32 01 01 28 AUG 24
8-33 01 01 28 AUG 24
8-34 01 01 28 AUG 24
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Intentionally left blank

 07-C-GOM
GROUND OPERATIONS MANUAL Issue: 01 Revision: 00
CHAPTER 1 Effective Date: 3 APR 24
GENERAL
Pages: 1-1

1.1 MISSION STATEMENT

THAI SEAPLANE will achieve to be the Thai national airline for serving the
connecting route between airports in southern of Thailand services following the
standardized measurement.
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1.2 COMMUNICATION CULTURE

THAI SEAPLANE has developed a communication culture on all levels of the
Management structure and operational handling agents. These communications
may be achieved in following ways:
• E-mail;
• Handling reports;
• Memo
• Print (Leaflet, Circular, Booklet etc.);
• Notice board;
• Telephone;
• Internet.

In addition, THAI SEAPLANE must literature review and consensus opinion based
on extensive experience by meeting at different management levels. Meetings are
implemented to achieve and maintain a high level on information throughout the
Company. Meetings are one of the tools used for the Operations Supervision, as the
purpose is to discuss operations related matters, e.g. policies and procedures,
performance related issues, safety related issued, training issues etc. Record of the
meetings will be distributed and maintained. New and any changes to the
procedures/policies after being discussed and agreed to, by the Management are
conveyed to the Operations Personnel by the appropriate means as detailed above.

1.2.1 DEPARTMENT MEETING

This meeting will be held every months or earlier if required. The meeting will be
chaired by Head of Ground Operations. In this meeting all the issues with respect
to:
• Day-to day operations;
• Service standards (e.g., Passenger complaints, problems in flow of ground
operation etc.); and
• Safety related issues (results of the audit will also be discussed), so as to ensure
that corrective or preventive actions are implemented.

1.2.2 SAFETY REVIEW

On monthly basis the Department will also review the Safety related issues
Presented by the Safety Department. If any additional corrective or preventive
actions required mitigating the safety hazard, the department will evaluate and
implement the same. During this meeting, station audit results will also be
reviewed.
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1.2.3 DISSEMINATION OF INFORMATION

Any revisions to operational processes will be communicated to the respective
Head of Ground Operations by e-mail. The Head of Ground Operations will ensure
to maintain a procedure file where these instructions will be filed and read by all
the Passenger Service. The Passenger Service, upon reading the instructions, must
acknowledge the same by signing against his/her name in the sheet provided and
if any question/queries should write back requesting clarification of the same.
Whenever necessitated, updates to operational processes impacting company
operations will be issued as amendments to the Ground Operations Manual.

1.2.4 DOCUMENTS RECEIVED FROM EXTERNAL SOURCES

It will be the responsibility Head of Ground Operations, to liaise with department
heads and external regulatory authorities and other parties, who are directly linked
with ground handling operations. Head of Ground Operations must convey in
writing or email to all concerned, giving the contact details of the office – Phone, E-
mail and Address clearly indicating that all correspondence which have a direct and
indirect impact on Passenger Service are to be sent to the contact indicated in the
correspondence. Any information received from other department heads and / or
external sources, which has a long-term impact on Passenger Service procedures,
safety and security of Passenger Service, must be updated in the Ground
Operations Manual, with a cross reference to the source of information.

Documents received from external sources shall be disseminated to the airports

and Passenger Service along with the Ground Operations Manual amendment in
all cases unless the document itself is confidential or protected or is only to be
shared on a need-to-know basis.

All such reference circulars based on which the Ground Operations Manual is
updated or amended must be retained by Head of Ground Operations [GM] during
the entire validity of the document.
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1.3 PROVISION OF RESOURCES

Office space and other infrastructure requirements are identified by Head of
Ground Operation depending on availability at each location. THAI SEAPLANE will
prepare the location that the working environment satisfies operational
requirements as well as satisfies human and physical factors. Support equipment
like computers, printers, software, telephone & communication devices are
provided as required and necessary for a safe & secure operation. THAI SEAPLANE
will ensure, that the airport operational area equipped with facilities appropriate for
the passenger check-in, embarkation and disembarkation of passenger to and
from the terminal building to the aircraft, arrival passenger handling.
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1.4 GENERAL PHILOSOPHY

1.4.1 INTRODUCTION
This Ground Operations Manual hereinafter referred to as GOM, is published by
Document Control [QDC].

All policies, procedures and provisions are valid for aircraft type operated by THAI
SEAPLANE It has been prepared in accordance with the relevant requirements of
National and International Laws, Standards and Regulatory bodies.

CORPORATE PUBLISHER AND EDITOR:

Head of Ground Operations,
Head Office Address,
• Address : 2 K.C.C Building Soi Silom 9 (Soi Sueksa Witthaya) Silom
Road, Silom, Bangrak, 10500 Bangkok, Thailand.
• Telephone : 66 (0) 93-492-9988

Each holder of the GOM shall be well familiar with its contents and shall take a
continual effort to remain up-to-date. Where the holder is in doubt whether he/she
understands part of all of an instruction fully, he/she shall ask Head of Ground
Operation at once for clarification.

Nothing contained in this manual shall preclude Passenger Service from acting in
their own best judgment during any irregularities for which no provisions may have
been made or in case of emergency. In such cases, Passenger Service shall
immediately contact the Head of Ground Operation.

THAI SEAPLANE CO., LTD FLIGHT OPERATIONS CONTROL CENTER

THAI SEAPLANE CO., LTD. 359 K.M. House Petchakasem Road, Krabinoy, Muang,
Krabi, Krabi town 81000
Phone 1: 66 (0) 93-492-9988

The contents of the GOM, in whole or in part, may not be amended, reproduced,
recast, reformatted, translated or transmitted in any form by any means, electronic
or mechanical, including photocopying, recording any information storage and
retrieval system or otherwise, or used for training purposes outside the
participating companies without the prior written permission of the Head of
Ground Operation.
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2.1 ORGANIZATION CHART

2.1.1 THAI SEAPLANE ORGANIZATIONAL STRUCTURE
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2.1.2 GROUND OPERATIONS DEPARTMENT STRUCTURE ORGANIZATION

Chief Executive Officer

(AM)

Head of Ground
Operations (GM)

DG Coordinator Passenger Service Ramp Service Officer

(GDG) Manager (GPM) (GRO)

Passenger Service
Officer (GPO)
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2.1.3 ABOUT GROUND OPERATIONS

Mission:
To provide consistent and innovative services & products on the ground to our
customers, similar to or surpassing full-service airlines, in a cost effective manner
without compromise to safety and security.

To promote the THAI SEAPLANE brand at all levels in the Airport and on the ground
wherever possible with the least or at no cost to the company.

To provide rewarding and enjoyable careers for our staff.

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2.1.4 DELEGATED RESPONSIBILITIES

Operation Manager Deputy

Head of Ground Operations Passenger Service Manager
Passenger Service Manager Passenger Service Officer

In accordance with the Ground Operations Department hierarchy, duties will be

delegated by internal e-mail notification within the management system for
Ground Operations Department to assure managerial continuity when Head of
Ground Operations are absent more than 3 working days.

In the event any of the management positions is unmanned for a period of time
due to the personnel proceeding on leave, deputation to other functions, etc., Head
of Ground Operations concerned will adhere to the following procedures:
(1) Communicate in writing to his/her immediate superior and to all staff
reporting to him/her, the period of absence from office.
(2) Provide the name and contact details of the staff that will be responsible for
the job functions during the period of absence.
(3) Ensure that some form of contact is available with the office for use in case of
any emergency arising during the period of absence.
(4) On resuming duties, communication would need to be sent to all the
concerned persons, confirming resumption of duties.
In the event of any of the management positions being unmanned for a period of
time due to the person being permanently reassigned or having resigned or
terminated from duty, it will be the responsibility of the immediate superior to
nominate the person who will take charge.
What to delegate:
Delegate routine and necessary task.

What not to delegate:

• Do not delegate personnel or confidential matters.
• Do not delegate policy-making.
• Do not delegate crisis.
• Do not delegate disciplinary action.
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2.1.5 HEAD OF GROUND OPERATIONS [GM]

Duties and Responsibilities:
Head of Ground Operations shall be responsible for the overall ground operations
and some part of security system. Other responsibilities are:

• The issuance and updating of the Ground Operations Manual and its
Standard Operating standard and procedures.
• To assist the Head of Flight Operations in ground operational matters.
• To ensure the safe, punctual and economic ground handling of all company
aircraft through own or contracted handling companies.
• Ensure that customer service standards and services are met.
• To ensure that all legal requirements, rules, regulation and the provisions of
the AOC relating to ground operations are strictly observed.
• Establish and maintain an efficient process of servicing and maintaining
ground support equipment incompliance with regulations and achieving
Company service goals.
• To establish, maintain and conduct training, which enable the Ground
Operations personnel to safely and professionally conduct the ground
handling and to act in the most appropriate manner to prevent acts of
unlawful interference and if such an act has occurred, to minimize the
consequences of the same.
• Coordinate with concerned unit on auditing of stations for proper
rectification according to regulation in timely manner.
• Issue of guideline for improvement in passenger service in cooperation with
the management level and training department.
• To keep Ground Operations personnel up to date and trained, that they are
aware of their functions, duties and responsibilities.
• To publish and keep up to date appropriate directives for Ground Operations
personnel training and for ground handling.
• To conduct regular meeting with Ground Operations staff.
• Reviews all report and any complain case and take action.
• To establish, in close cooperation with the appropriate local Authority.
• Coordinate the Safety Action groups effectively and contribute to the Safety
Management System.

Qualifications and Education Requirements:

• Male or Female;
• Age over 27 years old;
• Bachelor’s Degree in any fields;
• Have least 3 years of experience of Airline Industry or Customer Service.
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2.1.6 QUALITY OF GROUND OPERATIONS (AUDITOR), [QAG]

Duties and Responsibilities:
Work closely with client leadership to promote a culture of safety throughout the
facility and identify, recommend, and aid in the implementation of process
improvements, leading to the formulation of policies to affect safer care:

• Monitor the Quality & Standard of passenger service;

• Monitor industry legislation changes, quality and safety trends and risks that
may have an impact on ground operations and, if required, develops revisions
to ground operation and/or quality documentation;
• Analyses the quality and safety performance of ground operation Monitor
compliance with, and adequacy of procedures required to ensure safe
operational practices;
• Verify all operations are being conducted in accordance with applicable
requirements, standard and procedures;
• Lead the team of auditors and provide them with instructions and guidance
to perform their functions and ensure compliance with Company Safety
objectives and priorities.
• Perform other duties assigned by the Head of Ground Operations and Head
of Quality.

Qualifications and Education Requirements:

• Male or Female;
• Age over 25 years old;
• Bachelor’s Degree in any fields;
• Have at least 3 years of experience in ground handling operation;
• Analytical and problem-solving skills; and
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2.1.7 PASSENGER SERVICE OFFICER [GPO]

Duties and Responsibilities:
Passenger services are hired by airlines to attend to passenger before, after, or
between flights. People in this position work intensively with the public, answering
questions and assisting passengers with various needs. Other responsibilities are:
• To acknowledge all necessary information, prepare equipment as required
and must be presented at your work station punctually in full uniform
adhering to grooming policies in order to perform duties and provide quality
services to meet passenger expectation.
• Verifying passenger identification.
• Perform passenger service from ticket pick up passengers boarded until
arriving passengers exactly the flight was the destination listed on the ticket
to achieve accurate income recognition it recognizes safety in every process
according to the company goals.
• Passenger service also work at departure and arrival gates where they check
tickets, verify passenger counts, and announce boarding sections. Other tasks
include responding to telephone inquiries and providing flight departure and
arrival information. Passenger service also assist those needing special
attention, including the elderly and unaccompanied minors, as well as
passengers who have missed their flights.
• Inform passengers to accurate flight details and maintain data. Confidential
property of passengers without disclosure to third parties. Unless allowed
ensure passengers are selected for airline services.
• Assisting disabled passengers or those travelling with young children.
• Provide or arrange for special equipment, facilities as available for assistance
to UM or disabled passengers.
• Take care of passengers when flights are interrupted, delayed or cancelled,
according to instructions given by Head of Ground Operations, if instructions
do not exist, deal with such cases according to the practice of the local
procedure.
• Notify Head of Ground Operations of complaints and claims made by the
clients.
• Handle lost, found and damaged property matters. Report to Head of Ground
Operations any irregularities discovered in passenger.
• Inform passengers about dangerous goods at counter check in.
• Carry out head check of passengers upon embarkation. (count to be
compared with aircraft documents.)
• Forward documents after boarding passengers completed.
• Received in-flight documents from if upon arrival.
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• Execute documents using existing forms to be used for the purposes of the
assignment. Collect documents by category. To be used as a reference in the
event of a malfunction in the interest of the company.
• Notify Head of Ground Operations of progress in responsible work or
problems in working to solve the problem is timely.
• Perform other tasks. The above responsibilities and duties as assigned by the
Head of Ground Operations.

Qualifications and Education Requirements:

• Female (Age over 22 Years);
• Bachelor degree in any fields;
• New graduate are welcome;
• Willingness to work a flexible schedule including weekends and holiday;
• Smart personality with positive and caring attitude; and
• Ability to work well in a stressful environment.
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2.1.8 RAMP SERVICE OFFICER [GRO]

Duties and Responsibilities:
• Load and unload aircraft safely, efficiently and according to the weight and
balance which issued by Flight operations department.
• Transfer incoming and outgoing flight crew member on duty.
• Transfer incoming and outgoing passengers.
• Ensure the airside vehicles and related equipment are in good conditions and
report any deficiencies found to Head of Ground Operations.
• To fix and repair when broke down and report to the person who in change.
• Perform any other activities related to Ground Handling as required by
the Company.
• Marshall aircraft in and out of the ramp area
• Load and unload passenger on and off aircraft.
• Responsible for maintaining safety and security on the ramp.
• Drive airside vehicles for the purpose of baggage transfer between aircraft
and terminal.
Qualifications and Education Requirements:
• Male, age over 20 years old;
• Diploma or high school certificate;
• Exempted from military service;
• Holding own driver license (At least one year issued);
• Good human relationship and positive attitude;
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2.1.9 PASSENGER SERVICE MANAGER (GPM)

Duties and Responsibilities:
• Monitor and Ensure On-Time Performance: Track and manage flight
punctuality across all Thai Seaplane stations.
• Supervise Ground Operations Personnel: Oversee personnel matters and
development initiatives for ground operations at Thai Seaplane stations.
• Manage Incidents and Irregularities: Control and provide support during
accidents or operational irregularities at Thai Seaplane stations.
• Coordinate Safety and Security: Collaborate with internal and external
stakeholders, including Airports of Thailand (AOT), to ensure safety and
security standards for Thai Seaplane flights.
• Strategic Management and Performance Audit: Develop, control, and audit
strategies and performance metrics for Ground Operations.
• Ensure Safety, Security, and Quality: Guarantee the safety, security, and
quality of all ground operations processes, including services to aircraft and
passengers.
• Compliance Management: Maintain adherence to company, national, and
international standards and regulations in Ground Operations.
• Training and Communication: Keep staff informed of company updates and
changes, conduct ongoing training to ensure compliance with procedures
outlined in company manuals.
• Additional Responsibilities: Perform any other related duties as assigned.
Qualification;
• Bachelor's Degree in an industry-related field.
• Minimum of 5 years in a supervisory role in ground handling, or at least 2 years
in a position related to Ground Operations, preferably within the aviation
industry.
• Ability to lead, inspire, and motivate teams effectively.
• Capable of performing well in high-pressure and stressful environments.
• Excellent verbal and written communication skills.
• Strong interpersonal abilities to collaborate effectively with diverse teams
and stakeholders.
• A pleasant, service-minded personality with a focus on customer satisfaction.
• Proficient in MS Office suite, particularly Word, Excel, and PowerPoint.
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2.1.10 DG COORDINATOR (GDG)

Refer to OM-A 9.6
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2.2 ORGANIZATION AND FACILITIES

THAI SEAPLANE managements are responsible for ensuring the provision and
maintenance of physical infrastructure and work environments that satisfy
management system and operational requirements including the assurance of
safety and security.

Company infrastructure will include operations and maintenance support facilities,

services and equipment appropriate for each work area, including but not limited
to:
• buildings, workspaces and associated office equipment or utilities;
• facilities for people in the division;
• support equipment, including tools, hardware and software; and
• support services, including transportation and communication tools.

Company work environments will have a positive influence on motivation,

satisfaction and performance of personnel in order to maximize safe and secure
operations. THAI SEAPLANE will aim to satisfy human and physical factors by
considering:
• Safety rules and guidance, including the use of protective clothing and
equipment;
• Workplace location(s);
• Workplace temperature, humidity, light, air flow; and
• Cleanliness, noise or pollution.
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3.1 INTRODUCTION
The Ground Operation Personal Training Program has been prepared by Ground
Operation Department to provide guidelines, procedures and practices to achieve
effective ground operation personnel training and, hence, operational safety and
efficient ground services.
It is essential that a comprehensive and appropriate level of training is delivered,
documented and maintained. Any training delivered shall reflect the needs of the
Thai Seaplane, regulatory authorities and personnel regarding the tasks they
perform as well as sector-wide best practices
in the domain of ground handling.
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3.2 OBJECTIVE
Personnel who perform operational functions are required to develop and maintain
the necessary competences through ongoing education and training. The training
should focus on practical outcomes, aiming to enable and facilitate competence
development. Achievement of this competence will be formally assessed against
predefined standards to ensure personnel can perform their duties competently,
confidently, and safely.
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3.3 COURSEWARE
This chapter includes training modules for the operational functions as defined in
the IATA Ground Operations Manual (IGOM). It is also based on current best
practices described in other chapters of the AHM.
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3.4 TRAINING AND EDUCATION CONCEPT

Training offered shall fulfill the necessity for all personnel involved in all the ground
operations
activities:
• In order to ensure that they shall be properly trained to carry out their
responsibilities.
• Training shall ensure to provide personnel in positions within the scope of
ground
• operations that affect the safety and/ or security of operations with
knowledge, skills,
• training and experience appropriate to the position.
• Initial training prior to being assigned to perform such operational duties;
• Recurrent training must take place within 24 months of previous training for
Dangerous goods, Aviation Security Awareness, Safety Management System,
Crew Resource Management and within 36 months for Ramp and Airside
Safety, Passenger Services Training Module and Ramp Services Training
Module.
• to ensure knowledge is current unless a competent authority has defined a
shorter period.
• Except recurrent training in dangerous goods which frequency is in
accordance with
• requirements of the regulatory authority, but not less than 24 months of
previous training in DGR
• A test must be undertaken following dangerous goods training to verify
understanding of the regulations and confirmation is required of successful
completion of the test.
• Ground Operations training shall ensure the highest performance of the
ground staff for the interest of high performance and safety
• The training program ensures standardization of the knowledge base and
enhances the efficiency of proficiency according the training plan.
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3.5 CATEGORY OF TRAINING

3.5.1 INITIAL TRAINING
Initial training refers to formal training provided to operational personnel before
they are assigned new duties, functions, positions, and/or aircraft equipment. This
training is intended to establish operational competence and should encompass
both theoretical and practical components. It must include assessments of
theoretical knowledge and practical competence relevant to the individual's role
and operational responsibilities

3.5.2 RECURRENT TRAINING

Recurrent training is formal training designed to ensure that operational personnel
maintain full competence in accordance with the latest regulatory and operational
requirements necessary to perform their assigned roles and functions.
It should consist of both theoretical and practical components, including
assessments of theoretical knowledge and practical competence relevant to their
roles and operational responsibilities.
Recurrent training should occur every 24 months or 36 months as required by Thai
Seaplane operational needs. It must include assessments that align with the
theoretical knowledge and practical competence necessary for the specific role and
operational requirements.

3.5.3 RE-QUALIFICATION TRAINING

Re-qualification training is essential for operational personnel who previously
demonstrated competence but now lack the required skills or have been away from
their role for an extended period. This training aims to fill identified competency
gaps through assessments of both theoretical knowledge and practical skills
relevant to their role and operational needs. It ensures that personnel regain and
maintain the necessary competence to perform effectively in their operational
roles.

3.5.4 PRACTICAL TRAINING (ON THE JOB TRAINING OJT)

This training is offered to ground operations personnel who have completed
theoretical training and passed the relevant written tests. Practical training enables
trainees to gain operational experience and proficiency before being tested for the
issuance of a qualifying license. Testing after practical training ensures that trainees
have acquired the necessary knowledge and skills through demonstration.
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3.5.5 UPDATE TRAINING

Update training is provided to ensure personnel maintain competence in response
to changes relevant to their operational duties. Such training should be developed
and implemented following an effective analysis and change management
process. Updates may be introduced due to changes in equipment, infrastructure,
systems, procedures, or a combination thereof.
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3.6 SCOPE OF TRAINING

To achieve the required standard of competence for all station jobs, it is crucial to
establish a strong relationship between training programs and the various
departments within the station. The Ground Operations staff training plan will be
structured into the following levels.

After ground operations personnel are appointed to join Thai Seaplane, the training
program should encompass both theoretical knowledge and practical skills
appropriate to the position. This approach ensures that personnel achieve the
required standard of competence for various ground operations that impact safety
and/or security. The program should effectively blend theoretical learning with
practical experience to equip personnel with the necessary knowledge, skills, and
experience relevant to their roles.

3.6.1 HEAD OF GROUND OPERATIONS

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management √ 24 months

3.6.2 PASSENGER SERVICE MANAGER

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management (CRM) √ 24 months

3.6.3 PASSENGER SERVICES OFFICER

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management (CRM) √ 24 months
Ramp and Airside Safety √ 36 months
Passenger Services training modules √ 36 months
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3.6.4 RAMP SERVICES OFFICER

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management (CRM) √ 24 months
Ramp and Airside Safety √ 36 months
Ramp Services training modules √ 36 months

3.6.5 DANGEROUS GOODS COORDINATOR

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management (CRM) √ 24 months

3.6.6 GROUND HANDLING AGENT

Training Course Initial Recurrent
Dangerous Goods Regulation (DGR) √ 24 months
Aviation Security Awareness (AVSEC) √ 24 months
Safety Management System (SMS) √ 24 months
Crew Resource Management (CRM) √ 24 months

Note: It is acceptable for a Ground Handling Agent to receive Dangerous Goods

Regulations (DGR), Aviation Security (AVSEC), and Safety Management System
(SMS) training conducted by their own company.
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3.7 TRAINING MATERIAL

To mitigate language barriers, training materials should prioritize illustrations and
minimize lengthy written explanations. Whenever feasible, training should be
conducted in the local language, or at the very least, be supported with local
language assistance. Exceptions to this rule apply when Thai Seaplane mandates
proficiency in languages other than the local one for specific functions (e.g., English
for certain supervisory roles).
Thai Seaplane must ensure that all training materials remain current and up-to-
date at all times, as applicable. This includes incorporating current industry
standards, regulations, resolutions, customer requirements, service bulletins,
system updates, recommended practices, and other relevant information. The
Head of Ground Operations shall conduct a thorough review of these materials at
least annually.
All training materials must be managed through an effective documentation
control system. This system should prominently display the version number and
revision date of each document, along with evidence of regular reviews to ensure
accuracy and relevance.
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3.8 TRAINING RECORDS

Thai Seaplane is responsible for maintaining training records for all operational
personnel, including contract or part-time personnel. These records must be
managed within a documentation control system. Training and assessment
records will be retained by the Ground Operations Department according to
regulatory requirements or for a minimum of 36 months from the month of the
most recent training and assessment completion.
Upon request, these training records shall be made available to employees,
auditors, or CAAT (Civil Aviation Authority of Thailand) Inspectors. At a minimum,
records of the last two training sessions shall be retained.

(a) All theoretical and practical training, including assessments and

competency achievement, must be documented promptly and
consistently. Training records should include, at a minimum: trainee
name and ID number, subject/title of training, required pass mark or
percentage, actual test mark or percentage achieved, date of training,
date of re-currency (if applicable), and name of instructor.

(b) In the case of paper records:

(i.) The instructor must sign to confirm the delivery of the training.
(ii.) The trainee must sign to acknowledge receipt of the training and
confirm understanding of how to apply it in the operational
workplace.
(c) For electronic or computer-based training, the record must include a
course reference and electronic acknowledgment where applicable.
Regular backup procedures should be established to ensure the
security and integrity of the data.
Note: Training records must be accessible for review as needed, such as during
audits or upon request by a CAAT or auditor
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3.9 INITIAL AND CONTINUING QUALIFICATION

Personnel must successfully complete initial training before being assigned new
duties. Initial training will be delivered as a blended solution, incorporating theory
and practical components tailored to the role and operational needs, and evaluated
against established criteria and standards. Documentation and records of this
training must be maintained in all cases. this shall be documented and recorded.

Successful completion of any required training is necessary to maintain the training

qualification and competence. Where an employee is absent from the operational
or functional role for a prolonged period of time, regardless of the reason for their
absence, a company shall ensure that comply with minimum requirement as the
following detail;

(a) Up to 3 months
Brief staff on any procedural, organizational, or equipment/infrastructure
updates/changes that might have occurred during their absence by Head of
Ground Operations. The briefing shall be documented by using the Thai
Seaplane (2021-D-TRAINING ATTENDANCE RECORD FORM) as evidence

(b) Between 3 and 12 months

Brief staff on any procedural, organizational, or equipment/infrastructure
updates/changes that might have occurred during their absence by Head of
Ground Operations The briefing shall be documented by using the Thai
Seaplane (2021-D-TRAINING ATTENDANCE RECORD FORM) as evidence.
Additionally, deliver On the Job Training according to the general OJT
procedure to ensure competence has been maintained. Should any gaps in
competence be identified, a period of requalification training shall be initiated.
(c) Between 12 and 24 months
Deliver refresher training, including a documented, formal assessment of
competence, as per recurrent training programme , to confirm staff remains
competent to perform that role.
Brief staff on any procedural, organizational or equipment/infrastructure
updates/changes that might have occurred during their absence by Head of
Ground Operations. The briefing shall be documented by by using the Thai
Seaplane (2021-D-TRAINING ATTENDANCE RECORD FORM) as evidence
(d)More than 24 months • Initial training programme to be delivered.
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3.10 TRAINING METHODS

Training should be delivered using a blend of methods tailored to the specific
training needs of operational functions and regulatory requirements. This approach
combines theoretical knowledge with practical skills development, aiming to
enhance the trainee's understanding and proficiency in completing tasks to the
required standards.

3.10.1 THEORETICAL TRAINING

Theoretical training should utilize a range of methods and media to facilitate
learning (e.g., classroom sessions, web-based platforms, digital resources, virtual
reality simulations, and video tutorials). It is essential that all theoretical training
sessions are documented and recorded systematically.

3.10.2 PRACTICAL TRAINING

In addition to theoretical training, practical training must be conducted to achieve
competence in all defined training objectives relevant to the functional role,
following completion of theoretical training and successful passage of relevant
written tests. Practical training encompasses on-the-job training and must be
documented and recorded accordingly.
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3.11 ASSESSMENT PROCESS

Verification of theoretical knowledge shall be conducted, where applicable,
through an appropriate assessment of the subject matter being taught. A
minimum passing score of 80% shall be established for theoretical assessments.
Furthermore, there should be a review process to address any incorrectly answered
questions, even if the overall pass mark is achieved.
Verification of practical competence shall be accomplished, where applicable,
through formal assessment of the task being performed. All practical assessments
must adhere to a standardized and controlled checklist specific to each training
task. To be deemed competent, the trainee must successfully complete the
assessment without errors.
Upon successful completion of both theoretical and practical assessments,
personnel are considered qualified and competent to fulfill their assigned duties.
Assessment is the process through which an assessor evaluates how well a trainee's
performance meets the required course competencies. This process may include
demonstrating knowledge, proficiency, and/or competence as necessary and
appropriate. Assessments can utilize various methods such as written, digital,
and/or practical evaluations against predefined criteria. It is essential that all
assessments are documented and recorded systematically.
3.11.1 ON THE JOB TRAINING (OJT)
On-the-job training (OJT) is provided to ground operations personnel who have
completed theoretical training and passed relevant written tests, as part of their job
responsibilities under the supervision of their respective manager or supervisor. On-
the-job training enables staff to gain a minimum of 6 months of operational
experience in their specific subject area before they are expected to train others.
Testing following practical training ensures that staff have acquired the necessary
knowledge and skills through practical demonstration.
(a) New Passenger Service Officer OJT Process:
After successfully completing theoretical training, new Passenger Service Staff
must undergo supervised practice under the guidance of a manager/supervisor for
a period of 15 days. The manager/supervisor conducting the evaluation must
achieve a minimum passing standard of 80%. If a Passenger Service Staff member
fails the evaluation, the manager/supervisor may choose to extend the OJT period,
schedule additional briefing sessions, or conduct a re-evaluation as deemed
necessary.
(b) New Ramp Service Officer OJT Process:
On-the-job training (OJT) for new Ramp Service Officers shall be conducted by
qualified Ramp Operation Officers who possess demonstrated skills and
competence (knowledge, skill, and experience) in the subjects being instructed.
The OJT includes performing tasks such as operating Ground Support Equipment
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(GSE), Push Back Tractor operations, baggage handling, Van service, and Cabin
Cleaning over a period of 10 days.
After completing OJT, Ramp Service Officers must achieve a minimum passing
standard of 80% in their evaluation. If a Ramp Operation Officer fails the evaluation,
the Ground Operations manager or supervisor may decide to extend the OJT for an
additional 5 days, arrange supplementary briefing sessions, or conduct a re-
evaluation as necessary.
Note:
The Head of Ground Operations is responsible for collecting and maintaining OJT
records (Evaluation Forms) and ensuring that the final results are kept within the
Ground Operations Department. These records must be readily available to present
to auditors upon request.
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3.12 DEFINITION OF JOB ROLE AND FUNCTIONAL TASKS

Training modules are designed to develop competencies in functional tasks, which
are grouped to align with specific job roles defined by Thai Seaplane to meet
operational requirements. The job roles listed in Tables 1 and 2 below represent
clusters of functional tasks. Personnel are assigned to these roles based on the
functional tasks they are expected to perform, determining the training modules
they must complete.
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3.13 GROUND OPERATIONS INSTRUCTOR

(a) Modules and Topics for Ground Operations: Training modules and
topics for ground operations encompass various subjects essential for
airline operations.
(b) Minimum 5 Years Experience Requirement: Instructors must possess
at least 5 years of experience in the airline industry or related fields
relevant to the subject they teach.
(c) Completion of Train the Trainers Course: Instructors must have
successfully completed a Train the Trainers course to ensure they have
the necessary teaching skills and methodologies.
(d) Approval by Training Division: Instructors must be approved and
authorized by the Training Division of Thai Seaplane to conduct training
sessions.
Table 1. Passenger Services Officer
Job Role Description of Role Functional Tasks
Meet and greet Provides direction and assistance to • Provides basic customer service.
passengers at the check-in area • Directs passengers.
• Assists passengers with reduced
mobility (PRM).

Check-in Manages the check-in area and bag • Check-in preparation

drop area, accepting passengers and • Passenger acceptance
baggage • Acceptance of checked and
carry-on baggage
• Documentation checks
PRM Provides assistance to passenger • Provides assistance through the
requiring assistance and passengers airport, onto the aircraft, and
with reduced mobility. upon arrival from the aircraft.
Arrival Meets inbound aircraft and provides • Meets inbound aircraft.
arrival support functions. • Manages passenger offloading.
Departure Manages the departure gate, including • Manages passenger boarding,
boarding, information to crew and load including PRM and any other
control, securing the flight. special assistance or requests.
• Conducts documentation
checks as needed.
• Secures the flight by providing
load information to the crew.
• Ensures ramp safety and
provides direction.
• Monitors baggage handling,
including checking baggage
allowance.
Baggage handling Handles mishandled baggage and • Processing of on-hand, missing,
communicates with passengers and delayed, and damaged
other stations regarding the status and baggage.
resolution of the issue. • Completion of associated
reports/documentation.
Passenger Services Oversee and coordinate all passenger • Manage and organize
Supervision services in strict adherence to company passenger service operations.
policies and regulatory requirements. • Maintain constant
communication with check-in
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and other relevant areas to

ensure timely aircraft departure.
• Respond to passenger
concerns, oversee baggage
handling, and troubleshoot
issues.
• Monitor adherence to safety
and security procedures.
• Coordinate and resolve any non-
standard situations promptly.
• Communicate effectively with
customers and operational units
regarding operational issues,
delays, and non-standard
situations.

Table 2 Ramp Service Officer

Job Role Description of Role Functional Tasks
Baggage Handling Responsible for handling and loading • Sorting baggage.
/Loading baggage. • Recording baggage
details.
Aircraft Loading Responsible for loading aircraft. • Operates transporter
vehicles.
Aircraft Loading Responsible for supervision of ramp • Supervise all ramp
Supervision and aircraft loading /unloading process activities, including
loading/unloading during
aircraft turnaround. •
Inspect the condition of
baggage, including
checking for dangerous
goods.

Turnaround Coordination Responsible for coordinating aircraft • Coordinate all activities

turnaround activities. during aircraft
turnaround.
• Manage emerging
disruptions in cooperation
with all relevant
stakeholders.
Aircraft cleaning and Perform aircraft cleaning and disinfection. • Clean and disinfect
disinfection. passenger seating areas.
• Clean and disinfect cargo
pod door surroundings.
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4.1 HANDLING
THAI SEAPLANE retains full and permanent responsibility for all ground handling
operations, regardless of whether a portion or the entirety of the related services
are contracted to third-party organizations through formal written agreements.
The contracted tasks, including any safety-related activities, shall be integrated into
the Thai Sea Plane's safety management programs, ensuring the Thai Sea Plane
remains ultimately accountable for the quality and safety of all services delivered.

4.1.1 AUDIT
Quality of Ground Operations [QAG] in coordination with the Quality department
conducts internal evaluation of all areas of ground handling operations to ensure
compliance with regulations and applicable regulatory requirements. This applies
for all domestic stations.

The Head of Quality [QM] will conduct audits once in 12 months. The audit report
will be sent to The Head of Ground Operations concerned as well as to The Quality
of Ground Operations [QAG]. All areas of non-compliance determined either
through the audit process or operational experience, including responsibilities for
corrective action must be addressed within a stipulated time frame. The station
response must be sent to Quality of Ground Operations [QAG].
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4.2 GROUND INCIDENT/ACCIDENT REPORTING

4.2.1 DEFINITIONS
Ground Accident: An occurrence associated with ground handling of an aircraft
which takes place after chocks-on till chocks-off, excluding incidents related to
aircraft maintenance activities, in which:
(1) A person is fatally or seriously injured as a result of:
a. Being in the aircraft, or
b. Direct contact with any part of the aircraft, including parts that have
become detached from the aircraft, or
c. Direct contact with ground support equipment.
(2) The aircraft incurs damage or structural failure which adversely affects the
structural strength, performance or flight characteristics of aircraft and which
would normally require major repairs or replacement of affected component.

Ground Incident: An occurrence other than an accident associated with ground

handling which could affect safety of operations.

RESPONSE TO A GROUND INCIDENT

The following general guidelines are to be followed for responding to ground
incidents:
(1) Ground Incident occurs.
(2) Evaluate situation and nature of incident.
(3) Does the incident need immediate notification to the concerned authorities?
If yes, then notify or report the facts to the authorities as required e.g. airport
operator, aerodrome officials, local security agencies.
(4) Inform your immediate superior and seek assistance.
(5) Is an injury involved? If a passenger or employee (our airline or any other
airline/agency) is injured, call for the Paramedics/Doctor at your airport and
arrange for examination and First Aid or treatment on-site. Report this
telephonically to the AOT Where required, arrange for treatment at the
nearest hospital which we have locally identified for such situations. In case
of major injury, inform the Head of Safety to report CAAT immediately by
telephone. When the injured person is a passenger, the Head of Safety must
be informed telephonically.
(6) Is there a death involved? Inform the doctor at the airport, the aerodrome and
airport operator, Customs/Immigrations/Health, and when required, police
and local government bodies. When the death occurred on board the aircraft,
take statements from the flight crew who operated the flight and any guest
accompanying or who attended to/provided first aid to the deceased person.
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In case the deceased is a guest, the Head of Safety must be informed

telephonically.
(7) Was the aircraft damaged? In the event of damage to an aircraft under
maintenance, or under handling, inform Engineering. The concerned LAE /
Engineering Shift In-charge will inform Safety Department. In the event of
damage to aircraft that is being guarded solely by Security staff, the incident
must be reported to Head of Security who will inform Head of Ground
Operations. The Head of Ground Operations in consultation with Engineering
In-charge will report the incident to Safety Department, telephonically.
(8) Was motorized or other equipment damaged? Inform the Ground Operation
department or Maintenance and Engineering department. Abandoned
equipment cannot be left on the ramp area; it needs to be towed away by us
or by the airport operator’s designated service provider at a cost. Damaged
equipment is no longer serviceable and needs to be sent for repairs/servicing.
(9) Does the incident involve an actual or attempted security access violation
(breach/intrusion/unauthorized entry) to an aircraft? Inform Head of Security
and the local Security agencies and follow their instructions.
(10) Is spillage involved? If the spilled material is fuel, then follow Fuel Spillage. If
there is a Dangerous Goods Spillage, notify the LAE and follow the DGR
Emergency procedures.
(11) Complete reporting as required items in company safety report form. Report
to Head of Safety.
(12) Investigation will be conducted by the SAFETY department and root cause
established with the inputs from all the parties involved in the incident.
(13) Take corrective action.
(14) Monitor and evaluate effectiveness of corrective action.
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4.2.2 ON-GROUND EMERGENCIES

All Passenger Service Agent personnel will respond to ground handling accidents
and incidents as per the procedures and reporting set out in the Emergency
Manual.

The guidelines mentioned below are to be adhered to in tandem with the detailed
procedures elaborated in the relevant sections of the Emergency response manual.

The SAFETY department will conduct investigations and put out reports on findings
with corrective action recommendations to the concerned stations. The SAFETY
department will retain records of all ground accidents and incidents at all stations
for a minimum of 2 years, in case the same is required for future reference.

Any on-ground emergency or suspected emergency must be reported

immediately to Manager or Station Supervisor, who will determine the course of
action to be taken.
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4.3 MANAGEMENT AND CONTROL OF GROUND HANDLING RECORDS

Attached below is the summary of the reports which Passenger Services Agent
needs to maintain at station level as per company standards and regulatory
requirements.

Irrespective of the format in which the record is maintained the location must be
pre-identified to facilitate maintenance, retrieval and must be protected and
secured from intentional or otherwise tampering and destruction.

Sr.No. Record Title Record Description Electronic Retention

/ Paper Time

Post Flight
1 Passenger list Electronic 6 mts.
Processing
GD, Passenger
&Cargo manifest,
Post Flight Bingo sheet, Electronic
6 mts.
2 Report Boarding Pass, and Paper
Arrival & Departure
check list,
-Load sheet Paper 6 mts.
-Technical log book
DGR
AVSEC
SMS Electronic
Training
3 ERP and Paper 3 yrs.
Records
First Aid
Fire Drill
CRM
- Report,
Other Paper 6 mts.
4
Report - Memo Paper 6 mts.

Note: All electronic record must back up monthly by IT Department.

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4.3.1 FLIGHT FILES

As part of requirements, complete flight documentation must be kept for record
for a period of 6 months. The complete flight documentation comprises:
The documents are to be placed on board the aircraft (refer to OM-A 8.1.12 LIST OF
DOCUMENTS, FORMS AND ADDITIONAL INFORMATION TO BE CARRIED ON-
BOARD AIRPLANE).
Details recorded on aircraft documents must be accurate and legible on all copies
as this can affect the safety of the aircraft, the validity of the certificate of
Airworthiness and the accuracy of information extracted for statistical and revenue
purposes.

4.3.1.1 Passenger Manifest

Each station must prepare a passenger manifest (list of passengers, with their
embarkation and destination and genders), in the form approved.

Usually, the manifest is printed from the check-in system at the time of closure of
the flight. However, a final summary should also be attached.

For Manual Passenger Manifests:

● The passenger manifest must be prepared destination wise.
● The passenger manifest must be type written or neatly hand-written in “block
capitals”.
● When there are no passengers embarking a “NIL” manifest must be
completed for the destination station concerned.
● Each page of the manifest must contain a page total at the bottom showing
total Adults, Children joining, together with baggage pieces and weight.
● A final summary on the last page must be shown. This is necessary for the
load control staff as well as governmental authorities. This summary must be
accurate as payment to various authorities is made according to this
summary.
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4.3.1.2 General Declaration Report

A general declaration form is a document that is required by customs authorities
when individuals or entities are entering or leaving a country. It is used to declare
the details of goods, currency, and other items being brought into or taken out of a
country1. A general declaration form helps to prevent any misinformation or
information breaches that can arise during a transaction between two parties and
serves as a legal document for information exchange2. A general declaration form
may vary depending on the mode of transportation, the destination, and the type
of goods being transported

4.3.1.3 Load Sheet

The load sheet is always prepared. After the document as been prepared and
signed by flight operations officer responsible for preparing it and by the, it has to
be approved by the commander of the aircraft.
The original is given to the commander of the aircraft, and one copy given to
destination. The remaining one copies are for the station file.

The above copies will be made readily available for audit purpose the Head of
Ground Operations is accountable and responsible in this regard.

Records maintained must be standardized for:

(1) Identification : Should be easily identifiable by flight numbers / dates and
kept in dedicated files or / and folders
(2) Legibility: Printed hardcopy documents, scanned copies must be clear, easy
to read and legible, with margins intact. Handwriting on documents must be
easy to understand and when required, in block/capital letters.
(3) Maintenance: The document must be stored in the maintenance and
engineering department.
(4) Retrieval: Documents must be easily retrievable either through system / hard
copy when required for any audit or any investigative purposes.
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4.3.2 FLIGHT MANAGEMENT

THAI SEAPLANE use Ticket Management System for check-in no longer needs to
print and store hard copies of Passenger Manifests. The post flight lists are captured
electronically from Ticket Management System a day after departure and stored on
the Passenger Report Flight Management.

Departure lists can be extracted as and when required from this server. Access to
this data is restricted to certain members at back up data Ground Operations
Department.

Airports however must mandatorily store hardcopies of documents which are

physically signed or are not generated from Ticket Management System, for the
stipulated period.

4.3.3 DEPARTURE REPORTS

There are various reports that are compiled after departure.

4.3.4 POST FLIGHT REPORT

The Post Flight Report is also called the report in the Ticket Management System.
The report is automatically generated at Post Departure stage for flights handled
in Flight Management.

The report contains various details required for Inventory control and demand
forecasting, such as the booked load, total on board, details of no records, go shows,
denied boarding, sub load staff, No-shows etc.

4.3.5 TRAINING RECORDS

As specified in OM-D

4.3.6 DOCUMENTS FOR REVENUE ACCOUNTS

The following documents must be sent to revenue accounts in the revenue
envelope provided for the purpose. Documents for each flight must be sent in
separate envelopes;
(1) Passenger manifest by destination.
(2) Airport fees.
Any other revenue documents may be applicable.
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5.1 RAMP SAFETY RULES AND PROCEDURES

The following precautionary actions must be implemented to ensure ramp safety
at all airports:

5.1.1 INTRODUCTION
● Safety and effective ground handling is crucial to efficient and competitive
airline operation. Safety in aviation is a permanent requirement and its first
commandment. Ramp safety rules and procedures ensure a safe ground
handling. Therefore, the minimum safety precautions, rules and procedures
mentioned in this section should be understood and applied always on the
ramp and around the aircraft. Aircraft damage will have a major impact on a
safe airline operation. Even the slightest scratch or dent in the aircraft causes
high costs (direct and consequential) and could cause a serious accident.
● Should aircraft damage occur or be found, it is of utmost importance that the
damage is reported according to the applicable reporting procedure. It is
recommended that at arrival and prior to every departure, the responsible
operation staff carry out a walk around the Aircraft to ascertain that there is
no damage.
● Accident prevention is a responsibility of all staff. Creating awareness is the
first priority of the management towards handling staff in order to guarantee
safe conduct and safe equipment handling during operations.
● It is recommended that persons responsible for activities in the ramp use a
simplified document, e.g., checklists, to raise safety awareness.
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5.1.2 RESPONSIBILITY
Ramp Service Officer [GRO] is responsible for supervision and oversight of
personnel and activities during airside operations on a daily basis.
● Focuses effort on prevention of damage to the aircraft.
● Conducts staff briefings on Ramp Safety.
● Ensures that ramp accidents are reported and followed up.
● Performs regular inspections of the Ramp area and Equipment areas and
reports the findings to the Head of Ground Operations and the relevant
managers and personnel in the area concerned.
● Ensures that ground support equipment serviceable and in safe mechanical
condition.
● Ensures that the following ramp rules and regulations are consistently
adhered to by all operations staff in the ramp area.

5.1.3 SAFETY PROCEDURE

Ensure that all equipment is maintained in a serviceable condition at all times. Prior
to commencing operations, it is mandatory for all drivers/operators to thoroughly
verify the readiness status of the vehicles and equipment.
● All staff correctly wearing appropriate Personal Protective Equipment (PPE)
● Brake System
● Wheel, Tire Condition, and Air Pressure
● Electric Signal and lighting System
● Fire Fighting Equipment, Chocks
● Engine Oil, Lubricant, and Purified Water
● Engine Oil and Hydraulic Leaks
● All required Ground Support Equipment (GSE), chocks and safety cones
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5.1.4 GOOD OPERATING PRACTICES

(1) Personnel should not be transported on equipment unless there is a seat for
them.
(2) Personnel on moving equipment must be seated properly and should keep
their bodies within the confines of the vehicle structure.
(3) On arriving aircraft all personnel must remain clear of the engine inlets and
exhausts until the engines have spooled down and, in the case of propellers
stopped turning. Personnel must not approach an aircraft until the anti-
collision beacons have been switched off. If, for defined operational purposes,
specific personnel need to approach an aircraft before the anti-collision
beacons are switched off, clearly defined procedures must be in place.
(4) Personnel should stand clear of exits/entrances of facilities when a train of
carts passes.
(5) Operators of equipment shall ensure that other personnel are not entrapped
by movement of load/ either in the aircraft or on the loading equipment.
(6) Gates of truck should be lowered carefully. Serious injuries have resulted from
cargo tumbling out of carts.
(7) Loose objects (FOD) dropped onto or observed on the apron must be picked
up and put into FOD bins. The surface of the apron must be kept free of any
objects that might cause damage to aircraft or equipment. Examples of such
objects are;, baggage tags/straps garbage.
(8) Portable Electronic Devices (PEDs) covers, but is not limited to, Mobile (Cell)
Telephones, Portable Radios and Pagers. Where National, State or Local road
traffic legislation exists governing the use of portable electronic devices, this
should be applied airside. Only company approved and/or issued devices
should be allowed airside, should not impair the use of PPE especially hearing
protection and, in order to prevent accidental battery detachment, be
suitably encased in a protective cover. Personal PEDs, unless specifically
authorized, should not be allowed airside.
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5.1.5 PERSONNEL SAFETY AND PROTECTION

5.1.5.1 Personnel Protection Equipment
All personnel working on the ramp / apron must wear PPE such as safety
fluorescent jacket, safety shoes, ear plug etc. Approved hearing protection such as
earplugs should be used in noise-intensity areas such as on the apron, maintenance
areas, areas near the engines or APU units, etc. When using hearing protection, staff
must pay extra attention to safety visual signals and indicators.

5.1.5.2 Poisonous and Irritating Exhaust Gases

These gases cause irritation to the eyes, nose, throat and lungs. The precautions
mentioned for jet blast must be observed to guard against possible dangerous and
irritating effects of these gases.

Personnel should stay clear of aircraft propellers and exhaust areas.

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5.1.6 AIRCRAFT MARSHALLING

This part presents guidance to the proper use of hand signals. The safety of
individuals and the protection of aircraft and property necessitate the use of proper
communications between ground and cockpit personnel.

Hand signals
● Hand signals should be performed in a crisp, military-like manner. This will
ensure that your signals are clearly understood. Hand signals which are
performed casually can be misunderstood and therefore, may create a
dangerous situation.
● Properly performed hand signals also create a professional appearance to our
passengers who are more conscious than ever of safety in the airline industry.

Meaning of Marshalling Signals

(a) Right or left arm down, the other arm moved across the body and
extended to indicate position of the other marshaller.
Meaning: Proceed under guidance of another marshaller.
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(b) Arms repeatedly moved upward from the side, beckoning onward.

Meaning: Move ahead.

(c) Right arm down, left arm repeatedly moved upward and backward.
The speed of arm movement indicates the rate of turn.
Meaning: Open up starboard engine(s) or turn to port.
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(d) Left arm down, the right arm repeatedly moved upward and
backward. The speed indicates the rate of turn.
Meaning: Open up port engine(s) or turns to starboard

(e) Arms repeatedly crossed above the head. The speed of arm
movement indicates the urgency of the stop.
Meaning: Stop.

(f) A circular motion of the right hand at head level, with the left arm
pointing to the appropriate engine.
Meaning: Start engine. See also (p)
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(g) Arms extended, the palms facing inwards, and then swung from the
extended position in wards.
Meaning: Chocks inserted

(h) Arms down, the palms facing outwards, and then swung outwards.
Meaning: Chocks away

(i) Either arm or hand placed level with the chest, and then moved
laterally with the palm downwards.
Meaning: Cut all engines.
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(j) Arms placed down, with the palms towards the ground, and then
moved up and down several times.
Meaning: Slow down

(k) Arms placed down, with palms towards the ground, and then either
arm moved up and down several times.
Meaning: Slow down engine(s) on side indicated by moving arm.
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(l) Arms placed above the head in a vertical position.

Meaning: this bay.

(m) The right arm rose at the elbow, with the palm facing forward.
Meaning: All clear: Marshalling finished.

(n) Raise arm with fist clenched, horizontally in front of body, then extend
fingers.
Meaning: Release brakes.
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(o) Raise arm and hand, with fingers extended, horizontally in front of
body, then clench fist.
Meaning: Engage brakes. See also Table A (w)

(p) Left hand overhead with the number of fingers extended, to indicate
the number of the engine to be started, and circular motion Of right
hand at head level.
Meaning: Start engine(s).
Important Note:For night operations, marshalling personnel must use
MARSHALLING TORCH and do not use hand signal.
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(q) Point left arm down, move right arm down from overhead, vertical
position to horizontal forward position, repeating right arm movement.
Meaning: Back aircraft tail to starboard.

(r) Point right arm down, move left arm down from overhead, vertical
position to horizontal forward position, repeating left arm movement.
Meaning: Back aircraft tail to port.

(s) One arm horizontal in front of the body at shoulder level hand out
stretched with palm facing downwards. Other arm, fist clenched,
brought up to forma ‘T’.
Meaning: Ground power connected/request permission to connect
ground power.
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(t) One arm horizontal in front of the body at shoulder level hand out
stretched with palm facing downwards. Other arm, fist clenched, held
vertical to forma ‘T’. Leaving the horizontal arm in place, return the other
arm smartly to the side of the body.
Meaning: Ground power disconnected /request permission to
disconnect ground power.

(u) Right arm extended horizontally sideways in direction of movement

and other arm swung over the head in same direction, in a repeating
movement.
Meaning: Move to left
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(v) Left arm extended horizontally sideways in direction of movement

and other arm swung over the head in same direction, in a repeating
movement.
Meaning: Move to right.

(w) ‘On’ Day: Arms above head, open palms and fingers raised with
palms towards aircraft, and then fist closed.
(x) ‘On’ Night: Arms above head then wands crossed.
‘Off’ Day: Reverse of the above.
‘Off’ Night: Crossed wands then uncrossed.
Meaning: Brakes on/off. See also Table A (nan do)

(y) Make rapid horizontal figure-of-eight motion at waist level with either
arm, pointing at source of fire with the other.
Means: FIRE.
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NOTE: No person should attempt to marshal or guide an aircraft unless trained,

qualified and approved to carry out such functions and where allowed by the local
Airport Authority.
● A Marshaller will be responsible for providing standard marshaling signals, in
a clear and precise manner, to the arriving and departing aircraft.
● This person MUST wear a distinctive Identification Vest to identify to the
Flight crew members that they are the person in charge of the marshaling
operation.
● ‘Day-Glo’ wands, table tennis bats or gloves MUST be used for ALL signaling
by ALL participating Ground staff personnel during daylight hours.
Illuminated wands MUST be used at night or in low visibility.
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5.1.7 PASSENGER DOOR DESCRIPTION AND OPERATION

Passenger doors would be opened and closed by EAL or EAM (following clause
5.1.7.1), and ensured by flight crews. In case of out-stations, Passenger doors would
be opened and closed by flight crews.

Prioritize passenger safety by ensuring the passenger ladder is secure and ready to
step up or down with aircraft's float before opening the passenger doors. In order
to avoid accidents. Before disembarking the passenger ladder from the aircraft
passenger access door, the engineering staff must be informing the flight crews.

5.1.7.1 Passenger Door Operation Instruction

● The passenger door consists of an upper and lower section. When opened,
the upper section swings upward and the lower section drops down,
exposing steps for entry into the airplane. The upper door incorporates a
conventional exterior door handle with a separate key operated lock, a push
button type exterior door release, and a conventional interior door handle.
Two gas spring cylinders are utilized to lift the upper door to full open position.
The lower door utilizes a flush handle which is accessible from either inside or
outside the airplane. This handle is designed so when the upper door is
closed, the handle cannot be rotated to the open position. The lower door also
utilizes door support. A cabin door open warning system is provided so if the
upper is not completely latched, a CAS MSG “Door Unlatched”, illuminates to
alert the pilot.

WARNING: Outside proximity of the lower door must be clear before opening.

● To enter the airplane through passenger entry, depress exterior push button
door release, rotate exterior door handle on upper door section
counterclockwise to open position and raise upper door section to over
center position. Following this action, the gas spring cylinders automatically
raise the door to full up position. After the upper door section is open, release
the lower section by pulling up on the inside door handle and rotating to
open position.

● To close the passenger entry door from inside the airplane, move the lower
door section to close, then latch the lower door section by rotating the inside
door handle forward to CLOSE position. Using pull straps, close the upper
door section and latch by rotating the inside handle counterclockwise. Then
snap the handle into its locking receptacle.

WARNING: Outside proximity of the lower door must be clear before opening.
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● To exit the airplane through the passenger door, pull the inside door handle
on the upper door section from its locking receptacle and then rotate the
handle clockwise to vertical position. Push the door outward to over center
position, the gas spring cylinders will automatically raise the door to full up
position. Next, rotate the door handle on the lower door section up and aft to
OPEN position and push the door outward and lock the position of the lower
door.

● To close the passenger entry door from outside the airplane, close and latch
the lower door section by rotating the inside handle down and forward to
CLOSE position. Then close the upper door section and latch by rotating the
outside door handle clockwise to horizontal (LOCKED) position. Use key
operated door lock to lock the door.

5.1.8 BAY INSPECTION AND PREPARATIONS

Before an aircraft taxiing to parking Bay, the following inspections are to be carrying
out:
● Ensure the assigned Ramp Service Officer is standby at aircraft parking bay
with complete safety gears (earmuffs, safety shoe etc.) before aircraft arrival.
● Marshaling Bat. (Torch) is available and serviceable.
● Carry out bay inspection of any F.O.D. (Foreign Object Debris)
● Ensure enough aircraft chocks available.
● Fire extinguisher is available at the parking bay.
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5.2 SAFETY AREAS

5.2.1 ENGINE HAZARDS / PROPELLERS AND INTAKE SUCTION
Air is sucked into the aircraft engines from the front side. No one should be within
7 meters of an engine that is running or about to be started.

On arriving aircraft, all personnel should remain clear of the propellers, engine inlets
and exhausts until the engines have spooled down or propellers stop turning.

On departing aircraft, as soon as the anti-collision lights are ‘ON’, personnel should
remain clear of propellers, engine inlets and exhausts.

Equipment including passenger loading bridges should not move close to the
aircraft until it has come to a complete stop, chocks are positioned, engines
shutdown, anti-collision beacons switched-off and ground/flight deck contact
established.

5.2.2 LEAKING
If the fuel tank of any of the ramp equipment is leaking or spilling fuel when in
motion (or otherwise), this equipment must be grounded immediately and not
used any further until the leak or spillage is repaired.

Any spillage on the ramp or apron areas, whether from fuel tanks, oil spills,
especially in close proximity of the aircraft must be reported immediately to the
Ramp Leader who in turn will inform the Airport Authority who will organize the
clean-up operation so that the area is safe.

Vehicular and equipment movement must be restricted around the spillage area
on the ramp to avoid skidding.

All personnel must stay clear of the spillage until the cleaning has been performed.

Spillage in the cargo pods must be reported immediately to the LAE as these can
cause damage to the aircraft floor or wiring.
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5.2.3 FOREIGN OBJECT DEBRIS (FOD)

Ramp Service Officer shall ensure inspection of aircraft exterior and adjacent areas
are conducive for aircraft to arrive and depart and suitable for ground operations
without any risk of damage due Foreign Object Debris (FOD).

FOD applies to all loose objects on the apron area, which are a danger to the safety
and integrity of an aircraft and which, therefore, must be removed. Plastic and
paper bags/sheets/cups, cleaning rags, empty oil and hydraulic fluid cans, empty
soft drink cans, nuts and bolts, tools and equipment components, luggage wheels,
luggage handles and luggage ID tags, broken pieces of rubber buffer parts, metal
cutlery, items fallen off from cargo/baggage, etc.

Foreign objects may be ingested into aircraft engines causing visible and invisible
damage, leading to engine failure. FOD can also damage fuel tanks, tires and
undercarriages,
Any item of FOD found during operations should be removed and placed in the
bins provided.

All vehicle contents must be secured, so that no parts of the vehicle or trailer are
loose and likely to become detached and contents do not fall off.

5.2.4 HAZARDS TO PASSENGERS

Passengers shall not be permitted to roam freely across the apron, our staff must
be positioned on the apron to ensure that they a safe path to the terminal/aircraft
and do not stray away from these paths.

Passenger routes to the aircraft should not pass below aircraft wings or beneath
fuel vents, or close to propellers of the aircraft they are boarding/deplaning or those
of aircraft on nearby bays. Routes should also be clear of vehicular traffic around the
aircraft, electrical cables, fuel hoses and other ramp equipment.
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5.2.5 AIRSIDE FIRE SAFETY

To prevent that a fire incident or accident could happen in the airside, the Engineer
staff shall carry a fire extinguisher to the ramp.

Fire Protection and Prevention

Fire prevention is more important than firefighting.
● Good housekeeping is essential. Garbage shall not be allowed to accumulate,
but shall be disposed of into approved containers.
● Any suspected or known fire must be reported immediately to the
firefighting department of the airport.
● Faults in electrical wiring must be reported immediately.
● Smoking shall NOT be permitted on any apron areas, airside offices or in any
vehicles on the apron.
● The wearing of boots with steel tips showing steel heels or nails is prohibited.
● All personnel must be aware of the locations of firefighting equipment, fire
alarms, emergency shut offs, etc.
● Access to fire-fighting equipment, fire alarms, emergency shut-offs, etc., must
never be obstructed.
● If fire occurs on a piece of ground support equipment, it should be controlled
utilizing either the apron extinguishers or extinguishers on the equipment.
As soon as practical, the equipment should be removed from the vicinity of
the aircraft.
● Equipment shall not be operated in the vicinity of a fuel spill.
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5.3 SEVERE WEATHER OPERATIONS

5.3.1 ADVERSE WEATHER CONDITIONS
Poor weather conditions e.g. heavy rain and/or high wind conditions have a
negative impact on the aircraft handling activities:
● It is everybody's responsibility to check that the surface condition of the
aircraft parking stand provides a safe working area during all ramp handling
activities, including aircraft arrival or departure operation.
● Reduce your speed in case of slippery ramp conditions.
● Take care when opening or closing aircraft doors during high wind
conditions.
● Make sure the parking brakes of parked GSE are set during high wind
conditions.
● Aircraft should be appropriately secured by using additional chocks, and or
setting of aircraft park brakes, and or the tie-down of the aircraft.
● Ensure that aircraft doors closed and secured as appropriate.
● Ensure that Ground Support Equipment are moved away from the aircraft
vicinity and secured.
● Maintenance stands and non-motorized steps should be removed from open
areas and secured.
● All other items that may be affected by strong winds, such as garbage, waste
containers, FOD bins, construction materials, should be adequately secured.
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5.4 FUELLING PROCEDURES

5.4.1 GENERAL SAFETY PRECAUTION REFUELING PROCEDURE
● Do not admit persons and motorized ground equipment in the fueling zone
that are not concerned with the handling of the aircraft. The fueling zone is
defined as an area with a radius of 3 meters from the aircraft fuel fill and vent
opening and fueling vehicle.
● All fueling vehicles must be positioned in such a way that they have an
unobstructed exit at all times. When fueling vehicles are blocked, fueling
must be stopped immediately.
● Exception: On bulk load aircraft where the refueling can only be performed
on the right side, one baggage truck that is being loaded or unloaded may
obstruct the exit of the fuel truck. Baggage truck must not be left unattended
if blocking fuel truck.
● Ground equipment and/or a ground unit connected to the aircraft must be
positioned outside the fueling zone.
● No smoking airside. The entire area is a no smoking zone.
● No aircraft maintenance shall be conducted, which could provide a source of
ignition for fuel vapors.
● Fueling operation during lightning and thunderstorm activity over the airport
is not permitted.
● Fueling must be done or qualified employee. This person can be the local or
someone form the GSE organization or from the Fueling Company.

5.4.2 REFUELING AND DEFUELING WHEN PASSENGERS ARE EMBARKING, ON

BOARD OR DISEMBARKING
THAI SEAPLANE do not allow refueling and defueling when passengers are
embarking on board or disembarking.

5.4.3 FUEL SAFETY ZONES

● Due to the fire hazard associated with fuel vapors all personnel must be
● cautioned to ensure that items and processes such as; matches, open flames,
welding, use of photographic flashbulbs etc. are kept out of the fueling safety
zone.
● Portable electronic devices such as mobile phones, portable radios and
pagers may be used within the fuel safety zone provided a separation
distance of not less than 3 meters (10ft) is maintained from the aircraft fuel
vents and/or fueling equipment.
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5.5 POLICIES AND PROCEDURES OF GROUND SUPPORT EQUIPMENT

5.5.1 DAILY CHECKS
(1) All equipment brakes and locking mechanisms must be checked daily. Any
malfunctioning of brakes and locking mechanisms must be reported to
Leader Ramp unit at your station immediately for repair and maintenance.
(2) Equipment with unserviceable brakes and locks must be grounded
immediately and not be used until they are repaired.
(3) The Ramp Service is responsible for maintenance of ground service
equipment, to ensure such equipment remains serviceable and in good
mechanical condition. A record of such maintenance is also maintained by
the Ramp Service.
(4) If the fuel tank of any of the ramp equipment is leaking and /or spilling fuel
when in motion (or otherwise), this equipment must be grounded
immediately and not used any further until the leak and/or spillage is
repaired.
(5) Obstacle lights must be in working condition.

NOTE: Ramp Agent who operate any Ground Support Equipment must be do the
daily check before operating any Ground Support Equipment in every day.

5.5.2 WHEEL CHOCKS

5.5.2.1 General
Chocking prevents the aircraft from moving and thus ensuring the safety of
passengers and ground personnel during loading/unloading.

5.5.2.2 Design of Wheel Chocks

(a) Be of a high visibility color or be identified by high visibility markings.
(b) Triangular in shape, with an approximate 45° angle at the point at which the
tire makes contact.
(c) Made of material that has a suitable coefficient of friction and that has
adequate rigidity
(d) The length of the chock should be such that it covers the full width of the
wheel(s) required to be chocked.
(e) The height of the chock should be in relation to the size of the wheel and
the type of the tire.

Note: - The chocking procedures outlined below apply to all aircraft parking.
- For temporary parking, the aircraft does not need to be chocked as long as
a qualified brake rider is manning the brakes.
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5.5.2.3 Chocking Procedures of All Aircraft

On arriving aircraft all personnel must remain clear of the propellers, engine inlets
and exhausts. Chocking of the aircraft shall commence only when;
(a) The aircraft engines have stop.
(b) The anti-collision light has been switched off and in the case of propellers
stopped turning.

Note: For main base station personnel shall not approach the aircraft until
clearance is received from the Engineer unless required to connect the ground
power unit.

(c) The Ramp Service has given the “Normal Stop” marshalling Signals.
(d) Position wheel chocks at the main landing gear on forward and aft of tire.
(e) The chocks shall be positioned parallel to the wheel axle and only lightly
touching the tires.
(f) Connect ground power.
(i.) As a general rule, no Ramp Service is allowed to approach the aircraft
until the “chocks-on” marshalling Signals is given by the Ramp
Service Officer to the flight crew member.
(ii.) Flight crew member will shut down the engines.
(iii.) Chock both main gears after engines stop.

Note: The responsible to place the chocks at main base is Engineer and at line
station is Ramp Service Officer staff.

5.5.2.4 Safety Precaution

(a) Chocks shall be stowed off the ground or in an area where they cannot be
driven over by any equipment or considered a trip hazard.
(b) No employee shall approach or attempt to chock an aircraft until it has
come to a complete stop.
(c) Personnel placing the chocks should be aware of and remain clear of
danger areas in the vicinity of the aircraft wheels, such as hot brake which
could cause injury.
(d) To prevent trapping rear chocks, do not place chock too tight against the
tires. Allow some settling. The chocks should only make light contact with
the tire. Never place fingers between a chock and the tire. The aircraft could
roll any time.
(e) Do not remove chocks until the aircraft is ready for immediate departure.
(f) At no time should the chocks be thrown or tossed after removal from the
aircraft wheels. Aircraft may be damaged if struck by chocks.
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5.5.2.5 Main Gear Wheel Chocks

Placing the wheel chocks at the main gear is not permitted as long as an engine is
operating, indicated by the anti-collision lights. When placing the wheel chocks,
walk via left side of the aircraft wing section in a straight line toward main gear.
Caution:
(a) Do not approach the main gear wheels until the ant-collision lights are
switched off and the engines are spooled down.
(b) Do not give the “Wheel Chocks Positioned” signal to the flight crew member
until the main gear chocks are placed.

5.5.2.6 Additional Wheel Chocks

During high wind conditions (i.e. force 9 or >40 knots wind speed) and/or when
apron slop requires such, additional wheel chocks must be placed at the main gear.
These additional wheel chocks may be removed prior to the aircraft departure, if
approved by the flight crew member.

Caution: During high wind conditions, make sure that the aircraft parking brakes
are set.

5.5.2.7 Removal
When removing the main gear wheel chocks make sure that: all GSE has been
disconnect from the aircraft;
(a) Confirmation has been received that the aircraft parking brakes have been
set brake pull.

Note: Wheel chocks are not to be left on the ramp. When not in use, they must be
placed at a designated area for wheel chocks and clear of the aircraft movement
areas.
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5.6 PASSENGER VAN

All hand brakes and brakes of Passenger van used for passenger transportation
must be in working condition. If any braking mechanism is unserviceable, the van
must be ground for repair before using again.
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RAMP PRACTICE & SAFETY
Pages: 5-27

5.7 GROUND SERVICE EQUIPMENT MAINTENANCE PROGRAM

INTRODUCTION

In order to guarantee the efficient and reliable operation of Thai Seaplane's ground
support equipment (GSE), a well-defined maintenance program is essential. This
program not only safeguards the safety of personnel and aircraft, but it also
maximizes the lifespan of the GSE and minimizes downtime. By incorporating
preventive maintenance practices and meticulous recordkeeping, this program
ensures the company's GSE remains prepared to meet the demands of day-to-day
operations.

As a relatively simple organization, Thai Seaplane (TSP) will keep things simple. All
our ground support equipment (GSE) will be maintained by our own dedicated
maintenance team. This streamlined approach will ensure clarity and efficiency in
managing and maintaining all ground support equipment.

Ground support equipment [GSE] maintenance program compose with;

(a) Preventative Maintenance

● Schedule-based: Regular inspections, lubrication, and adjustments based on
manufacturer recommendations and GSE usage frequency.
● Condition-based: Inspections triggered by specific operating conditions or
equipment performance indicators.
(b) Preventive Maintenance Tasks
● Visual inspections: Checking for leaks, damage, and proper equipment
attachment and operation.
● Fluid checks and changes: Replacing engine oil, hydraulic fluids, and other
lubricants according to manufacturer specifications.
● Filter replacements: Changing air, fuel, and hydraulic filters at regular
intervals.
● Battery maintenance: Inspecting terminals, cleaning corrosion, and
maintaining proper charge levels.
● Tire inspections and pressure checks: Ensuring proper inflation and tread
wear.
(c) Recordkeeping and Documentation
● Maintain detailed records of all maintenance activities, including dates, tasks
performed, parts replaced, and any observations or concerns.
● Utilize standardized checklists and forms to ensure consistency and accuracy.
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(d) Training
● Train maintenance personnel on proper GSE maintenance procedures,
including safety instruction, specific equipment operation, and
troubleshooting techniques.

5.7.1 PREVENTIVE MAINTENANCE PROGRAM AND PROCEDURES

This section provides information relevant to the maintenance program and
procedures which can be applied to all Non-Powered GSE
5.7.1.1 Pickup
(a) Daily Check
The check of a pickup is to be performed by the driver daily or before each
use if not used daily but the period of exemption shall not exceed 3 days
interval if stations do not operate flights daily.

Perform check condition and operation of the following systems:

(i) Engine System

• Engine oil
• Brake Fluid
• Coolant
• Belts
(ii) Electrical System
• Battery and Electrolyte Level
• Lightings
• Windshield wiper
(iii) Safety Provisions
• Brake system
• Power Steering System
• Wheel, Tire Pressure
• Tow hook and pin
• Horn
(iv) Other Components and Conditions
• Fire extinguisher attached to the pickup
• Chocks
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• Rear-view, Side-view Mirror

• Pickup body cleanliness
• Engine cleanliness
(b) Periodic maintenance
The periodic maintenance of a pickup will be performed according to Periodic
Maintenance Check as a minimum or as per the manufacturer’s requirements. The
record of last inspection date must be available
Non-Powered GSE
This section provides information relevant to the maintenance program and
procedures which can be applied to all Non-Powered GSE
5.7.1.2 Passenger Stair
Daily Check
The check is to be performed by a GSE operator daily or before each use if not used
daily but the period of exemption shall not exceed 3 days interval if stations do not
Periodic Maintenance Check

This inspection is to be performed every 6 months according to the Periodic

Maintenance Check
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CHAPTER 5 Effective Date: 28 AUG 24
RAMP PRACTICE & SAFETY
Pages: 5-30

5.8 AIRCRAFT ARRIVAL

5.8.1 ACTIONS PRIOR TO ARRIVAL
(a) Conduct Foreign Object Debris (FOD) check on entire stand removing all debris
just prior to arrival.
(b) Make sure all required Ground Support Equipment (GSE) is available and
serviceable, and is positioned well clear of the aircraft path, outside the Equipment
Restraint Area(ERA).
(c) Make sure the aircraft path and ramp area free of objects and obstacles that the
aircraft may strike or endanger others due to jet blast effects.
(d) Make sure the marshalling staff is present.

Danger:
All persons not responsible for the aircraft arrival operation shall stay well clear
of the arriving aircraft and shall not approach the aircraft until:
(a) The engines have been shut down and are spooling down.
(b) The anti-collision lights have been switched off.
(c) The main gear wheel chocks are positioned.
(d) Clearance to approach the aircraft has been given by the agent
responsible for the arrival operation, if applicable.
5.8.2 STANDARD ARRIVAL PROCEDURES
5.8.2.1 Actions After Arrival
After the engines have been shut down, are spooling down and anti-collision lights
have been switched off:
1. Position remaining wheel chocks and verbally/visually confirm to flight crew.
2. Position the safety cones.
3. Conduct an arrival walkaround for inspection to inspect for damage on the
following parts of the aircraft before positioning GSE:
4. Give clearance for GSE to approach aircraft.
Note 1: If any damage is found, report it immediately to a senior and do not
approach the aircraft with any GSE in the area where the damage has been found
Note 2: “Spooling down” of an engine can be identified as follows: reduced engine
noise, visible fan or propeller speed reduction, lack of exhaust heat/thrust plume
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5.9 AIRCRAFT DEPARTURE

The ramp service officer responsible for the departure shall:
(a) Be in charge of the entire pushback, once clearance to begin pushback has been
given by the flight crew.
b) Ensure the nose gear steering bypass pin is installed prior to towbar connection
to the aircraft and/or ensure the nose gear steering mechanisms are set as required
for pushback
(c) Conduct briefings with all persons involved in the aircraft movement to review
and confirm how the aircraft will be maneuvered.
(d) Be in continuous communication with flight crew.
(e) Conduct a pre-departure walkaround.
(f) If ramp conditions are below standard for a normal pushback (e.g., hazards,
obstacles, slippery, icy), the ground personnel in charge of pushback will inform the
flight crew that engine start clearances will not be given until either:
(a) The aircraft is moving over an area of the ramp where the
conditions are safe for an engine start; (or)
(b) The pushback has been completed, the aircraft has come to a
complete stop and the parking brake has been set.
(g) Signal “All Clear” to the pushback tractor driver once advised by the flight crew
that the aircraft brakes have been released and approval for pushback is given by
the flight crew.
Caution:
• Low visibility (heavy rain, fog. bad lighting conditions)
• Lack of insufficiently visible markings
• Obstructions behind the pushback (e.g., GSE, light post, etc.
(h)If walking adjacent to the nose gear, maintain visual contact with the tractor
driver throughout the pushback.
(i) Monitor the communicate with the flight crew, as required.
(j) Advise the flight crew if, for any reason, it is not safe to start an engine and stop
the engine-start procedure.
(k) When the pushback maneuver is complete:
Receive the ‘Vehicle Brakes On/Stop’ signal from the tractor driver/operator to
confirm that the tractor parking brake is set.
(l) Remove the nose gear steering bypass pin and/or ensure the nose gear steering
mechanisms are set to normal conditions for taxiing.
(m)Move clear of the aircraft to a safe position visible to the flight crew and away
from its intended path.
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(n) Give the “All Clear to Taxi” signal once eye contact has been made with the flight
crew and they are expecting the signal. In low-light conditions, the flight crew will
turn on the interior lights of the flight deck.
Remain in position until an acknowledgement from the flight crew is received.
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5.10 SAFETY CONES

Safety cones are used to create protective zones around specific aircraft areas,
especially engines and the four extremities i.e. the two wing tips, the nose and the
tail of the aircraft, to prevent ground accident damage.

Place safety cones at a minimum distance of 0.5 meter from the aircraft. This will
serve as a line of restraint beyond which individuals and equipment must not be
placed / positioned.

Cones must be conical in shape, orange in color with reflective striping, at least750
mm (28.5 ins) in height and weigh at least 4.53 kg (10 lbs). (IATA AHM 630 -7.2)
Illustrations of recommended safety cone placements for different aircraft types are
provided in the following images.
5.10.1 SAFETY CONE PLACEMENT FOR C208
Place safety cones at a minimum distance of 0.5 meter from the aircraft.
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5.11 AIRCRAFT CLEANING

After landing, the responsibility for cleaning the interior of Thai Seaplane's aircraft
to the highest possible standards lies with the ramp service officer or the handling
agent, if applicable.
The cleaning personnel shall be ensuring the performance of a proper pre-
departure-transit or layover/night stop cleaning.
The ramp service officer that responsible to cleaning shall perform for each a
visual check to
ensure that the cabin has been properly cleaned prior to passengers’ embarkation
of the aircraft.
Clean and prepare these areas as per the appearance standards. The 5 areas are;
• Seats
• Cabin
• Passenger Seating Area
• Flight Deck
• Aircraft Stair
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RAMP PRACTICE & SAFETY
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DANGEROUS GOODS REGULATION
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6.1 GENERAL

Details of the Thai Seaplane’s Dangerous Goods can be found in Operation

Manual Part A (OM-A), Chapter 9 Dangerous Goods.
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GROUND OPERATION SECURITY
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7.1 SECURITY WITHIN THE COMPANY

7.1.1 CARRIAGE OF ID DOCUMENTATION
(a) Company personnel on duty within secured areas of an airport shall always
carry their Company ID card with secured areas of an airport.
(b) The Company ID cards are personal and shall not be given or lent to any other
person (including other Company personnel).
(c) When off-duty, Company personnel shall ensure that Company ID cards are
kept secured.

7.1.2 DIRECTIVES FOR CHECK IN PERSONNEL

(a) When leaving the check in counter at TSP counter check-in or TSP Lounge,
ensure that all flight documents and other relevant material shall be kept
closed.
(b) Printers for boarding cards shall be shut off when leaving the check in
counter or Lounge.
(c) Log out the information System being used when counters are left
unattended.

7.1.3 DIRECTIVES FOR OFFICE

Refer to TSP SEM Section 12.1 AIRCRAFT OPERATOR BUILDING PROTECTION

7.1.4 PREVENTION OF UNAUTHORIZED ACCESS TO COMPANY DOCUMENTS

AND INFORMATION SYSTEM
(a) Access codes for secured areas are personal and shall not be shared with any
other person.
(b) Unauthorized people shall be prevented from entering restricted areas at the
airport.

Access points to sterile areas within the premises of the TSP are to be locked when
unmanned. When the premises are manned, control is always to be performed in
order to ensure that no unauthorized persons have access to the sterile areas. The
requirement shall be adhered to all employees of the TSP, as well as the employees
of agents contracted by the TSP.
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GROUND OPERATION SECURITY
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7.2 ACCESS TO AIRCRAFT

7.2.1 RAMP AREAS
Only authorized persons are allowed into these areas but the requirement to wear
ID cards varies from Airport authority. To ensure compliance with local regulations
flight crew members, if out of uniform, can only gain access to ramp areas with the
prior consent of Head of Ground Operations [GM]. The appropriate ID card must be
worn.

7.2.2 CONTROL OF ACCESS TO AIRCRAFT

Refer to TSP SEM Clause 3.4.4 CONTROLLING ACCESS TO AIRCRAFT

7.3 PASSENGER SECURITY PROCEDURES

Refer to TSP SEM Section 3.2 PASSENGER, FLIGHT CREW AND CABIN BAGGAGE
SCREENING

7.4 PASSENGER CARRY ON BAGGAGE

Before boarding the aircraft, passengers will be required to undergo a search of
hand baggage and a body check for weapons which may be achieved by normal
security screening processes that include X-ray scanning of any hand carry items
and the passing through of a metal detector by Airport authority.

7.5 CUSTODY OF VALUABLES

Valuable articles belonging to individual passengers or flight crew
members/company personal must not be accepted for custody by flight crew
members.

7.6 FLIGHT DOCUMENT BAGS

No unauthorized items may be placed inside the Company flight documents bags.

When all flight documents relating to the flight have been placed in the bag it will
be brought to the aircraft by the Ground Staff responsible, who will deliver it
personally to the Flight crew members. On receiving that bag, the Flight crew
members will check the contents to ensure that it does not contain unauthorized
items.
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CHAPTER 8 Effective Date: 28 AUG 24
PASSENGER AND BAGGAGE HANDLING
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8.1 CHECK IN
Check-In Introduction
Check-in is the initial face to face contact of our passengers with THAI SEAPLANE
at the airport. A check-in agent must be pleasant, efficient and friendly, always
ready to assist our passengers to the best of their ability. Check-in is a process
whereby a passenger and his baggage is accepted on to a flight and after
completion of this transaction, a boarding pass and baggage tag will be issued.
Check-in Deadline
The check-in deadline for our flights from STD / ETD is:
Domestic: Check-in closes at 45 minutes before departure time.
8.1.1 PRE-CHECK-IN PREPARATION
(1) Prepare check-in for flights in accordance with operating airline procedures
prior to the opening check-in.
(2) Review the booking status.
(3) Confirm the seating plan is set according to the actual aircraft registration.
(4) Review the boarding time, departure time, and gate. Brief staff about the
reason for any delays.
(5) Review the passenger list for special service requests and all passengers
requesting
(6) Review notifications and included handling instructions, if pre-advised for
specific passengers and/or baggage.
(7) Conduct a daily briefing to staff on duty.
(8) Ensure that the Dangerous Goods Quick Reference is available at Boarding
gate for staff use as reference at Check-in area

8.1.2 CHECK-IN COUNTER REQUIREMENTS

Prior to opening the check-in counters:
(1) Ensure scales are functioning and calibrated.
(2) Stock boarding card and bag tag.
(3) Ensure adequate stock of any other tags, handling forms.
(4) Ensure dangerous goods notifications are prominently displayed.

8.1.3 PASSENGER CHECK-IN

Check-in is the comprehensive process that includes registering passengers
and their baggage in a manual system, labeling baggage, and issuing one or
more boarding passes. All passengers must receive boarding passes that
include the registered passenger's name and additional unique identifying
data.
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8.1.4 PASSENGER ACCEPTANCE

8.1.4.1 Requirements for Passenger Acceptance
When accepting a passenger observe the following:
(1) Welcome and greet the passenger.
(2) Ask for the itinerary/booking confirmation and an official travel document
(e.g., passport). Verify validity if necessary.
(3) Pay attention to any signs indicating that the passenger might not be
allowed to travel, such as unruly behavior or signs of illness. Certain categories
of passengers may be refused travel at the operating airline’s discretion.
Follow the operating airline's procedures regarding acceptance.
(4) Identify the passenger in the passenger handling information, accept the
passenger, and assign a seat in accordance with the operating carrier's
procedures.
(5) Update passenger and baggage information and add any Special Service
Requests (SSR) to the passenger handling information form.
(6) Hand over the boarding passes and provide information about the departure
gate, boarding time, and any flight irregularities if applicable.
8.1.4.2 Seating
Each passenger is assigned an individual seat number for each flight. Seat selection
occurs during check-in.
Upon passenger acceptance:
(a) Verify if a seat has already been allocated.
(b) If not, assign a seat based on passenger preferences.
(c) Adhere to seating restrictions for emergency exit rows.

8.1.4.3 Exit Row Seating

Before assigning an exit row seat to a passenger, verify that the passenger of the
correct age is willing, physically and mentally able to open the emergency exit in
case of an evacuation, and capable of understanding the instructions given by the
crew.
Note: For safety reasons, passengers with reduced mobility, children, or any other
special passenger category are not permitted to be assigned seats in emergency
exit rows.
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8.1.5 TRAVEL DOCUMENTS AND VERIFICATION

(a) Check the itinerary, flight, date, and any restrictions.
(b) Verify the passenger's identity against the travel document presented,
including reviewing the date of birth, expiry status of the document, visually
comparing the photo to the passenger, and ensuring the name on the travel
document matches the booked name.
(c) Confirm that the travel document is valid and applicable for all travelers.
(d) Report any document that shows signs of tampering.
(e) Locate the passenger in the passenger handling information and review any
special remarks.
(f) If you identify an issue with a document, notify a supervisor or manager who
will contact the appropriate authority for assistance.
8.1.6 CHECK-IN COUNTERS
Passenger perception of our passenger service agent originates at the check-in
point and it is therefore essential to achieve high standards to maintain our image.
At all times the counters should be clean and neat.
All accessories required for check-in should be available. Manual stationery such as
tags, boarding pass, if used, should be neatly stacked.
Station must also ensure that Posters and tent cards related to Dangerous Goods
Prohibited for carriage and Articles not permitted in Cabin baggage have been
properly posted at all check-in. They must be prominently displayed so that
passenger can view them with ease. Dangerous Goods Notice should be
prominently displayed at places at an airport where passengers are processed, such
as:
(1) Ticketing counters
(2) Check-in areas
(3) Boarding areas
In the case of computerized stations, when the check-in staff leaves the counter,
he/she must sign out to avoid unauthorized use of the system or reprinting of
boarding cards or baggage tags. Supervisor must check to ensure this is being
adhered to.
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8.1.7 REFUSAL OF PASSENGER

According to the ‘General conditions of Carriage for Passenger and Baggage, the
carrier may refuse to carry and/or cancel the reserved seat of and/or remove any
passenger route. It may exercise its reasonable discretion to refuse acceptance in
any of the following cases:
(1) Passenger who fail to observe the carrier’s safety rules and regulations.
(2) Passenger who are obviously under the influence of alcohol and/or drugs.
(3) Passenger whose behavior and appearance might be objectionable or
offensive to other passengers.
(4) Passenger who require medical assistance during the flight and are not
accompanied by an escort.
(5) Passenger apparently suffering from an infectious or contagious disease.
(6) Expectant mothers who are beyond 35 weeks of pregnancy.
(7) Women within the first seven days after delivery including the baby.
(8) Passenger who fail to present themselves and their baggage for security
check.
(9) If the passenger presenting the ticket cannot prove that he/she is the person
named in the “Name of the Passenger” box.
(10) If the ticket has been obtained by fraudulent means.

Responsibility for the exclusion of any person of one of the above categories rests
with the Station Supervisor where applicable, who will confer with the pilot in
command of the aircraft when necessary.

In the case of passengers who are under the influence of alcohol, narcotics and
drugs and/or whose behavior might be objectionable or offensive, the Station
Supervisor and the Security in-charge on duty shall take a joint decision to refuse
carriage. Any further action if required such as handing the passenger to the police
etc. will be done by the security in-charge.
8.1.8 PASSENGER STANDARD WEIGHT
The standard weight for an adult passenger is established at 85 kilograms. A
maximum of eight passengers, with a total weight not exceeding 680 kilograms
(calculated as 8 x 85), is permitted. Children must occupy individual seats, and the
standard weight for a child is 35 kilograms. Infant weight is to be included in the
weight allowance of the accompanying adult, with the standard weight for an
infant established at 10 kilograms. Note: All passengers will be weighed prior to
boarding. Passengers who refuse to be weighed will be assigned a standard weight
of 85 kilograms. For children and infants, the standard weights are 35 kilograms and
10 kilograms, respectively.
Note : Thai Seaplane does not accept infants
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8.2 FLIGHT DOCUMENTS

Refer to clause 4.3.1 Flight Files.
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8.3 TICKETING PROCEDURES

8.3.1 PREPARATION
(1) Open the ticket counter at the scheduled time. By dressing and making up
must be ready to serve.
(2) Check the daily passengers. Are there any passengers on the flight? There is
a note or special passenger information, check the number of each booking,
check availability tickets, update ticket prices.
(3) Check the availability of equipment such as computer, printer, document,
office equipment, Credit card machine, telephone etc.
(4) Update new information, daily update
(5) Prepare reservations, Passengers provide information via the counter and by
telephone.
(6) When passengers arrive at the ticket counter. Raise your hands and say hello
to the passengers.
(7) When passengers want to buy tickets. Staff must provide ticket information
and request for ID card or Passport to make Booking for passengers.
(8) When making a reservation for passengers. confirm e-ticket receiving and
remind the conditions and let passengers know the ticket information and
sign.
(9) Ensure Dangerous Goods and Prohibited Articles notices are displayed at the
Ticketing offices.
(10) Ensure that the Dangerous Goods Quick Reference is available at ticket office
for staff use as reference at Ticket office

8.3.2 RULES
(1) Check the validity of ticket details, passenger information, route, prices.
(2) Provides conditions and information for commuting passengers.
(3) Remind passengers not to carry the goods - dangerous goods as baggage.
(4) Ask for important information in the event of illness, pregnancy or special
needs.
(5) If there is important information, staff should remark and inform to the
check-in staff.
(6) Coordinate all check-in staff when go show is available.
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8.3.3 TICKET TERMS AND CONDITIONS

Staff who is on duty of ticketing for passengers should know any detail in the
company ticket terms and conditions such as;
(1) Definition
(2) Reservation channels
(3) Fares
(4) Booking Change
(5) Cancelled and Refund
(6) Baggage Allowances
(7) Ticketing or any extra Payment

Head of Ground Operations must be verifying all staffs who is responsible in

ticketing get an updated company ticket terms and conditions reference.
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8.3.4 BAGGAGE ACCEPTANCE

Carry-on Baggage Allowance
(a) Do not check carry-on baggage of passenger unless THAI SEAPLANE requires
(in case of necessity) and the passenger retains custody throughout the
journey.
(b) Each passenger is permitted one piece of carry-on baggage with maximum
dimensions of 56 cm (22 inches) in length, 45 cm (18 inches) in width, and 25
cm (10 inches) in depth, and a maximum weight of 7 kg (15 lbs). THAI
SEAPLANE reserves the right to refuse any carry-on baggage that exceeds
these specified weight and dimensions.

8.3.4.1 Carryon Baggage Acceptance

Carry baggage can only be accepted if:
1. It is suitable for air carriage.
2. It is suitably packed.
3. It conforms with company and airport security and safety procedures.
4. Restrictions:
(i) Certain items, due to their weight, size, or nature, are only accepted
with the consent of Thai Seaplane, e.g., musical instruments.
(ii) Items rejected by security screening will be completely refused
transport if not allowed in checked baggage.
(iii) For Dangerous Goods items permitted or excluded from cabin
baggage, refer to OM-A chapter 9
5. Procedures at Check-In
(i) Weigh carry-on baggage to ensure it complies with company
regulations.
(ii) Attach an appropriate baggage tag to each piece of carry-on baggage.
6. The passenger service officer should randomly ask security questions (in
accordance with local regulations and based on the level of threat
announced, as referred in CAAT announcement regarding Threat level and
arrange for baggage security screening:

(i) Is this baggage yours?

(ii) Do you own the contents of this baggage?
(iii) Did you pack this baggage yourself?
(iv) Has this baggage been with you at all times
(v) Have you packed anything in this baggage that belongs to someone
else?
Note: The percentage of asking security questions depends on threat levels e.g., 10%
for Green,20% for Amber and 50% for Red.
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8.3.4.2 Dangerous Goods in Baggage

In principle, dangerous goods are forbidden to be carried by passengers and crew,
except as otherwise provided in line with the OM-A Chapter 9
Specific transport conditions are applicable to defined items that:
1. Require the approval of the operator prior to the acceptance
2. Are permitted in or as cabin baggage
3. Have to be carried on one’s person only.

8.4 RESERVED

8.5 PASSENGER DISRUPTIONS

8.5.1 DELAY
8.5.1.1 Disruptions Known Prior/During Check-In
(a) Update revised times from Operations Control Center.
(b) Update airport TSAT and inform new information to Flight Crew and Operation
Control Center by Passenger Service Officer.
(c) Arrange the needed amenities for passenger.
8.5.1.2 Disruption Known Prior/During Boarding
(a) Update revised times from Operations Control Center and update the revised
information the departure gate/time to passenger.
(b) Advise passengers accordingly and at regular intervals.
(c) Update airport TSAT and inform new information to Flight Crew and Operation
Control Center by Passenger Service Officer.
(d) Arrange the needed amenities for passenger and provided waiting area at
lounge to passenger until ready board to aircraft.
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8.6 SPECIAL CATAGORIES OF PASSENGER

Definition
“Incapacitated” Passenger are those passengers who because of their physical,
mental or medical condition require individual attention which is not normally
provided to other Passenger (during ground handling on enplaning and deplaning,
during flight and during an emergency evacuation).

Incapacitated Passenger are those who have:

(a) Permanent but stable disabilities (Paralysis, blindness, arthritis etc.)
(b) Temporary disabilities (recent surgery, medical treatment, broken limbs)

The following Passenger are subject to medical clearance before acceptance:

(1) Passenger suffering from communicable and/or contagious disease
(2) Passenger who may affect other passenger on board because of their
medical or physical condition or unusual behavior
(3) Passenger who may prove a potential hazard to safety or pose a threat to
the punctuality of the flight (including diversion, emergency landing etc.)
(4) Passenger whose medical condition may get aggravated during or because
of flight which may result in complications or death.

Their medical officer/doctor must recommend that the Passenger is fit to travel and
give a recommendation letter.

Acceptance

All medical certificates to be acquired. Indemnity bond form cleared and duly
signed is to be provided for all expenses that THAI SEAPLANE might have to incur
by way of diversions, unscheduled extra landing resultant from the carriage.

If a passenger arrives without the required documents and if the condition is not
satisfactory can decline to accept the passenger for travel.
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8.6.1 CARRIAGE OF INCAPACITATED PASSENGERS

8.6.1.1 Definitions:
(a) A passenger with reduced mobility is one whose physical, medical or mental
condition requires individual assistance (on embarkation and
disembarkation, during flight, in an emergency evacuation, during ground
handling) that is normally not extended to other passengers.
(b) Passengers with reduced mobility are categorized as follows:
(i) Ambulatory: A passenger who is able to board and deplane from the
aircraft unassisted and who is able to move about the aircraft unassisted.
This includes the blind, deaf, mentally retarded, etc.
(ii) Non-Ambulatory: A passenger who is not able to board and deplane
unassisted and who is not able to move about the aircraft unassisted
because of the physical impairment. (THAI SEAPLANE does not accept.)

8.6.2 EXPECTANT MOTHERS

8.6.2.1 Terms and conditions
Our carriage of pregnant passengers is subject to the following conditions:
(a) Pregnancy up to 27 weeks (inclusive): we will carry without a doctor’s
certificate subject to the passenger signing a Release and Indemnity Form.
(b) Pregnancy 28 weeks to 34 weeks (inclusive): passenger shall produce a
doctor’s letter confirming that she is fit to travel and the date the certificate
is issued shall not be more than seven (7) days from the scheduled flight
departure date. The passenger will be required to sign a Release and
Indemnity Form.
(c) Pregnancy above 35 weeks: we will refuse carriage.

8.6.3 INFANTS
Thai Seaplane does not accept infants.
This policy ensures safety regulations are met and that there are sufficient safety
provisions for all passengers.
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8.6.4 YOUNG PASSENGERS TRAVELLING ALONE (YPTA)

8.6.4.1 Under 8 years:
THAI SEAPLANE does not accept.
8.6.4.2 Between 8 years to below 12 years:
THAI SEAPLANE does not accept.
8.6.4.3 Between 12 years to below 16 years:
Accept.
8.6.4.4 Condition for acceptance
(1) YPTA must be in good and healthy conditions;
(2) Must be in possession of a valid travel document, passport, health certificate,
visa, etc.
(3) Must be mentioned in PIS and clearly state the name(s), age and in column
remark write “YPTA”.
(4) When making reservations, the YPTA will be accepted for travel only if the
parents or guardians can give assurance that the child will be met on arrival
point.
(5) The parents / guardian is required to remain at the departure airport until the
flight has departed. This is in case of flight delay or cancellation, to ensure the
YPTA left unattended.

8.6.4.5 The YPTA Handling Form

(1) This form must be completed by parents / guardians and witness by
Passenger Service Agents. Details of the form as below:
(a) Passenger surname, given names, age and sex.
(b) Details of the journey covered by the ticket.
(c) Names, address and telephone numbers of contacts:
(i) At the point of departure.
(ii) At the point of destination.
(iii) Any person accompanying the YPTA during that trip.
(2) Meeting point / pick up point at destination.

Note: The form must be completed in 1 copy, the original must be held by
Departure Station, 1 copy by passenger (YPTA).
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8.6.4.6 Handling Procedure for YPTA

(1) Seating
(a) YPTA will be given designated seats by the Passenger Service Agent on
check-in.
(b) They are not to be seated in an exit row or next to the emergency exits.

(2) Check In
(a) Parents / Guardian must hand over the YPTA together with the travel
documents to the Passenger Service Agents at Check in Counter.
(b) The Passenger Service Agents must apply normal Check In procedure.
(c) Fill up the YPTA handling form and 1 copy by passenger.

(3) Boarding
The YPTA shall be boarded ahead of other passengers.

(4) Arrival
They will be the first to disembark.

(5) Flight Irregularity

(a) THAI SEAPLANE is responsible if flights delayed or stop over due to
technical reasons. All cost occurs during stops will be paid by THAI
SEAPLANE.
(b) Head of Ground Operations or his deputy will assist the child either on
the station area or in the Hotel until the child regain the next trip.
(c) Station concerned must send a message to Destination Station the
new arrival time and delay reason.
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8.6.5 MISSING PASSENGER DRILL

While the standard precision timing is D-10 mins for the last passenger to board,
stations should be pro-active and be prepared to offload any missing passenger
earlier, instead of waiting until the last minute.
(a) Notify the Supervisor as well as Ramp service staff of the number of
Passengers yet to board.
(b) Establish the name, seat number. Sequence number and baggage details of
missing passenger. If the missing passenger is an inbound passenger from a
TSP flight, then the inbound set number must also be noted.
(c) Make a last and final call for the passenger to board the aircraft.
(d) Every effort must be made to locate the passenger at all possible areas in the
terminal building.
(e) Check with the Ramp service staff if the seat of the passenger is vacant and
also ask for a stub count/reconciliation. The Ramp service staff will also check
if the passenger if seated on board by physically checking the occupancy of
the seat and paging for the passenger by name on board.
(f) If the passenger fails to show up 10 minutes prior to departure time, the
supervisor to inform ramp service the passenger’s name, sequence number
and baggage details (number of pieces, tag numbers) and instruct the
loading officer to offload the baggage of the passenger.
(g) The Ramp service staff will check if he/she has received/loaded the bag(s) by
checking the Matching form.
(h) Based on the information mentioned in the Matching form, the bag should
be offloaded from the aircraft.
(i) On confirmation of offloading the Ramp service staff must inform the
boarding gate, security staff.
(j) Supervisor to inform flight operations officer to enter the necessary LMC on
the load sheet and release the flight after appraising the captain.

Note 1: Stations need to take into account other factors, example loading
Constraints (example if bags are loaded deep in the hold) or shortage of
manpower or the station's average cycle time to trace and offload a bag.
Note 2: Baggage of passengers who failed to board must be offloaded from the
aircraft.
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8.6.6 INCAPACITATED PASSENGER

The term incapacitated means those passengers who because of medical, physical
or mental state require individual attention, i.e. wheelchair.
Due to Company Aircraft has floats which our cabin is high from the ground and
difficult to embark the aircraft. To reduce the risk of accidental during embarkment
and disembarkation, company policy is not except for incapacitated passengers.

8.6.7 ELDERLY PASSENGER

Some elderly passengers are of an independent disposition and may resent help
from others, even though this is specially requested and arranged. It is better to
approach them indirectly, engaging them in a general conversation and then ask if
they would like priority boarding or any other form of assistance extended to them.
If an elderly passenger is too weak to walk long distance, tactfully offer a wheelchair,
priority boarding and assistance with embarkation and disembarkation.

8.6.8 DEAF OR HEARING-IMPAIRED PASSENGER

Thai Seaplane does not accept DEAP or Hearing -Impaired Passenger
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8.6.9 BLIND OR VISUALLY IMPAIRED PASSENGER

Thai Seaplane does not accept BLIND or Visually impaired passenger
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8.6.10 SPEECH IMPAIRED PASSENGER

Passenger with speech impairment is accept without any special handling.

8.6.11 SICK PASSENGER

A passenger who falls sick after check-in:
8.6.11.1 On Ground
(1) Passenger must be accompanied by staff to see a doctor as soon as possible.
(2) If the sick passenger can be accepted for the flight after treatment by the
doctor, staff must obtain a letter of clearance from the doctor attending to
the passenger or from the Airport Health Authority to confirm that the person
is fit to travel.

8.6.11.2 Medical Expenses

(1) Expenses for medical treatment or special attention of any kind whatsoever
including hospital charges must be borne by the passengers themselves.
Note: In emergency case, THAI SEAPLANE will contact AOT medical for
primary care.
(2) If the passenger is incapacitated or unconscious, arrangements for admission
to the hospital must be made by the medical authorities at the respective
stations. Staff should not admit or take any responsibility nor has the
authority to guarantee any hospital fees.

8.6.11.3 Infectious or contagious disease

procedures to prevent the spread of disease on commercial aircraft and protect the
health of passengers and crew.

(1) Screening passengers and crew for symptoms or exposure to infectious

diseases before boarding.
(2) Providing face masks, hand sanitizers, and disinfectant wipes to passengers
and crew.
(3) Enhancing cleaning and disinfection of the aircraft, especially high-touch
surfaces and lavatories.
(4) Reducing contact between passengers and crew, such as limiting food and
beverage service, controlling access to aisles and bathrooms, and separating
seats when possible.
(5) Identifying and isolating sick or potentially infectious passengers and crew
and notifying the appropriate authorities and health officials.
(6) Facilitating contact tracing in the event that a passenger or crew member
develops an infection.
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8.6.11.4 Sick Onboard

The following procedure shall apply:
(1) Captain will contact Dispatcher reporting of sick passenger on board giving
a brief description of nature of sickness and nature of assistance needed
(wheelchair).
(2) Dispatcher will contact Passenger Service to notify local health authority.
(3) Passenger Service shall monitor that the relevant authorities are available
prior to the aircraft landing.
(4) Obtain a report from the doctor certifying passenger is unfit for travel.

8.6.12 MEDICAL CASE (NOT ACCEPTANCE)

8.6.12.1 Definition
Passengers who fall into the following categories will NOT be accepted for travel:
(1) Suffering from any disease which is contagious and communicable or
(2) Because of certain disease or incapacitation, may have developed an unusual
behavior or physical condition, which could have an adverse effect on the
welfare and comfort of other passengers and/or flight crew members, or
(3) Is considered to be potential hazard to the safety of the flight or the uplift will
affect punctuality of departure, or
(4) Will require constant medical attention and/or special equipment during the
flight, or
(5) May have his/her medical condition aggravated during or because of the
flight.

8.6.12.2 Mentally Disturbed Person

A person who is deemed to be a threat to the safety of a flight may be accepted for
transportation if accompanied by an attendant physically capable of coping with
any untoward actions by the passenger during the flight. The attendant must be
skilled in administering sedatives as required and he/she must be certified by an
appropriate authority or security.

If the mentally disturbed person requires sedation prior to departure, each portion
of the flight should last no longer than the effective duration of the sedative
administered.

THAI SEAPLANE on the advice of its medical and security representative shall deny
boarding to such person if the above requirements are not met.
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8.6.13 UPLIFT OF PRISONERS

8.6.13.1 Escorts, Seating and Placement for Prisoners
Due to design of company aircraft’s cabin is easily access to flight crew, this case is
sensitive in security reason, THAI SEAPLANE does NOT accept for escorts, seating
and placement for prisoners.

8.6.14 DEPORTEE
8.6.14.1 General Principle
(1) Deportees are passengers who have been admitted to a country by its
authorities, or who had entered a country illegally, and who at some later time
is formally ordered by the authorities to be removed from that country.
(a) DEPA – Accompanied Deportee, THAI SEAPLANE does NOT accept for
DEPU.
(b) DEPU – Unaccompanied Deportee, THAI SEAPLANE does NOT accept for
DEPA.
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8.7 DOCUMENTATION AND PROCEDURE

8.7.1 ARRIVAL
Introduction
Whilst there is much emphasis on check boarding duties at the airport, staff need
mindful that the passenger’s journey does not end with THAI SEAPLANE once the
aircraft has touched down at the arrival airport. Their journey continues with THAI
SEAPLANE till they have completed all arrival and baggage formalities.

8.7.1.1 Preparation
As with all other duties, staff needs to be prepared with necessary information prior
to the arrival of the aircraft.
(1) Check ETA, arrival gate and baggage reclaim belt.
(2) To check and ensure the correct information of flight arrival.
(3) Standby at the arrival gate at least 15 mins prior to ETA.
(4) Arrival staff should be positioned at door side of the aircraft to greet
passengers.
(5) Be attentive to any disembarking passengers with queries.
(6) Provide directions to the arrival hall.
(7) Confirm that all passengers have disembarked.
(8) Collect company mail and documents from the arrival flight.
(9) Proceed to arrival hall.

8.7.1.2 Responsibilities for Passenger Service Agent / Ramp Service

They must ensure the following are in place for the arrival:
(1) Engineering.
(2) Ramp equipment.
(3) Passenger Service.
(4) Outbound Flight crew members (if applicable).
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8.7.2 DEPARTURE
8.7.2.1 Preparation
(1) Preparing the next day flight documentation. Arrival report form, Departure
report form, General declaration (GD), Passenger Manifest that have to be
sent with the flight.
(2) Fill the number of passengers in every flight includes arrival and departure on
Daily flight report form.
(3) Preparing the flight documentation after the check-in counter is closed.
(4) Taking care of the passenger until they are on the aircraft (ask the special
passenger to go first).
(5) During the passenger embarking, Passenger Service shall verify the
passenger’s articles by use List of articles Restricted and or Prohibited in
Cabin hold.
(6) Write and inform the flight take-off time (Air borne), block off time, and block
on time.
(7) Sent the arrival and departure document at the airport.
(8) Note the air borne time, door close time, block off time, and block on time on
arrival& departure check list form.

8.7.2.2 Duty and Responsibility

(1) Check ETA : Flight Information /Rotation crosscheck
(2) Closing Time
(3) Final Figure
(4) Boarding time
(5) Check LMC
(6) Check Total Passenger
(7) Check Delay Estimation (if any)
(8) Monitoring account of Editing Seat
(9) Monitor Team
(10) Assist Document to Aircraft.
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8.7.3 TURNAROUND TIME

The company aircraft turnaround time is 60 minutes (including refueling process).

8.7.4 TRANSFER PASSENGER

Transfer passengers are those that arrive from one of our flights and are connecting
on to another flight either operated by us or by another airline.
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8.8 DISRUPTIVE PASSENGERS

8.8.1 INTRODUCTION
Disruptive behavior shall be considered under a term of criminal offence, and the
offender shall be dealt in accordance with the procedures given in this document.

All the Company employees shall comply with the policies and procedures outlined
in this document.

8.8.2 DEFINITION
Disruptive passenger in general terms refers to an individual passenger or group of
passengers who exhibits disruptive and/or violent behavior during flight. It can also
be defined as any behavior on-board an aircraft which interferes with the flight crew
members in the conduct of their duties and disrupts the safe operation of an
aircraft.

8.8.3 CAUSES OF DISRUPTIVE BEHAVIOR

There are several factors associated with disruptive behavior; the following
examples are listed in the phase of order:

Pre-flight Phase In-flight Phase

● Long waiting lines, ● Fear of flying,
● Security checks and miss- ● Under the influence of alcohol or
handled carry-on baggage, drugs,
● Crowded airports, ● Problems with airline flight
● Incorrect information received handling,
or false and misleading ● Personality disorders,
information, ● Passengers’ expectations too
● Bad behavior of Passenger great,
Service Agent, ● Flight crew members attitude
● Last minute changes and delays, and
● Under the influence of alcohol or ● misbehavior,
drugs, ● Diversions and missing
● Personality disorders. connecting flight due to delays.
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8.8.4 SIGNS OF DISRUPTIVE PASSENGER

Signs of disruptive passengers include the following examples, but not limited to:
(1) Behaving in a way that gives suspicion of a threat to flight safety such as
tampering with safety device on-board the aircraft,
(2) Failure to follow safety regulations such as refusing to fasten seat belt,
(3) Acting in a disorderly or irrational manner,
(4) Use of threatening, abusive or insulting language,
(5) Operating a portable electronic device when such an act is prohibited.

8.8.5 CLASSIFICATION OF THREATS

The disruptive behavior can be classified into four levels:
(1) Level 1: Disruptive behavior including non-compliance, irrational and
disorderly.
(2) Level 2: Physically disruptive behavior including damage to property or
aircraft, physical assault of flight crew members or other passengers.
(3) Level 3: Life threatening behavior, including threat or actual involvement of
any weapon and attempts to open aircraft exits.
(4) Level 4: Attempted or actual breach of the exit door, including violence
directed at the door.

Note: To decide whether or not a person is to be considered disruptive is always a

matter of judgment. Wherever possible, it is advisable to discuss the behavior
demonstrated by the passenger with colleagues and consider their opinions when
making the assessment.
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8.8.6 THAI SEAPLANE POLICY REGARDING DISRUPTIVE PASSENGERS

THAI SEAPLANE policy is to make air travel safe, enjoyable and crime free. The
Company, therefore, aims to protect passengers, flight crew members and
passenger service agent from disruptive and drunken passengers and from the
effects of crime following Thailand Regulatory Requirement states that "A person
shall not enter any aircraft when appeared to be intoxicated or drunken”. The
Company will support flight crew members and passenger service agent who take
actions necessary to deal with disruptive and drunken passengers in accordance
with the policy outlined in this section.

Threats, abuse, insults or assaults will not be tolerated and for such THAI SEAPLANE
will:
(1) Put in place all security measures to ensure that no person boards the aircraft
carrying any prohibited items;
(2) Motivates its employees to take all reasonable measures to prevent any unsafe
act including refusal to carry passengers without any fear;
(3) Empower all its employees including handling agents to refuse passengers for
transportation if the passenger does not consent to search procedures;
(4) Empower all its employees including handling agents not to tolerate, and to
take reasonable measures when they observe disruptive behavior of
passengers, and where necessary, to deal with it as effectively as practicable,
including refusal to carry passengers;
(5) Not to tolerate any physical or verbal assault of passengers on its employees
while they are on duty or away from home base on the Company business;
(6) Support flight crew members and passenger service agent economically and
legally who are required, after an incident, to give witness statements to the
police or to appear in court proceedings when passengers are prosecuted;
(7) Provide training to flight crew members and passenger service agent in
conflict management including the recognition of potentially disruptive
passengers; and
(8) Deny future carriage of passengers who remain a threat to the Company.
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8.8.7 HANDLING DISRUPTIVE PASSENGERS

8.8.7.1 At Check-in and Boarding Gate
At check-in passenger service agent can refuse carriage or issue a warning notice
to disruptive or potentially disruptive passengers. If a warning notice is issued, the
Passenger Manifest List will be indicated accordingly.

Passenger service agent can offload a passenger at the boarding gate. The flight
crew member will not be involved in the decision-making process but must be
advised. The Passenger Service Agent shall detail the disruptive passenger incident
on Disruptive Passenger- (refer to Incident/ Occurrence Report.)

8.8.7.2 Before Take-off

After a passenger boards the aircraft the decision as to whether or not to carry the
Disruptive Passenger rests with the Pilot-in-command. The Pilot-in-command has
the legal authority to offload and deny carriage of any passenger if necessary to do
so in the interests of safety and security.
Should any passenger display an unusual or potentially disruptive behavior after
the doors are closed and prior to take-off, the aircraft may be diverted back to the
bay. The action of the Pilot-in-command shall be final.
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8.8.7.3 Hand-over to Police

Upon arrival, the Pilot-in-command shall make a PA requesting all passengers to
remain seated.

After handing over the unruly passenger to the authorities, the affected flight crew
members should provide the authorities with any relevant information pertaining
to the incident. It must be noted that whenever law enforcement officers are called
to meet the flight, written statements will be taken on arrival, and flight crew
members may be interviewed.

8.8.8 INCIDENT REPORTING

The successful prosecution of disruptive passenger is directly dependent on the
quality of evidence given by the flight crew members and the passengers involved
and statement of witnesses. Therefore, it is very important that the accurate report
with statements of witnesses to support the Company’s case with the relevant
agencies.

The report must be signed by the Pilot-in-command. The report should contain a
full account of events, including identification details of everyone involved. This will
enable the Company to give the case the fullest consideration and, where
appropriate, to instigate action against an offender.

Whenever the flight crew members experiences difficulty in controlling intoxicated,

violent or armed passengers, the report must be raised by the Pilot-in-command.

In addition to the above, all incidents of unruly/disruptive passengers shall be

immediately reported by staff and also to the Safety manager. A written report shall
be submitted through the Safety Department.
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8.8.9 POST INCIDENT SUPPORT

THAI SEAPLANE will support and assist in formal prosecution of disruptive
passengers. This is deemed to be necessary as successful prosecution will not only
punish the guilty but will act as deterrent to others. The Company and the involved
staff must co-operate with the relevant authorities for the successful prosecution of
the disruptive passengers.

8.8.9.1 Court Appearances

THAI SEAPLANE will give staff all necessary support if they are required to give
evidence in court. Time spent by staff making statements to the police and
attending court will be deemed as duty / stand-by time. Staff will therefore be
entitled to full pay and appropriate allowances when acting as a witness.

8.8.9.2 Recovery of Damages

Where staff or flight crew members on duty have been assaulted or injured by an
Offender, it may be possible in some jurisdictions for them to claim financial
compensation from the passenger. THAI SEAPLANE will support staff legally in
obtaining such compensation where it is appropriate.

THAI SEAPLANE will endeavor to recover the cost of any material damage or other
cost incurred, deliberately caused by the disruptive passenger regardless of its
extent.

8.8.9.3 Follow up of an Incident

All serious passenger disruption events will be investigated. The analysis report will
be discussed in the Safety Action Group Meeting/Safety Review Board. Flight crew
members will be informed of the outcome of an event.
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8.9 GATE MANAGEMENT

8.9.1 GATE MANAGEMENT INTRODUCTION
It is an integral part of airport operations, and all care and caution must be observed
during boarding. While the layout of the boarding gate at each airport is different,
staff should always carry out the boarding procedures in a smooth and orderly
manner to avoid any inconvenience to passengers.

Safety and security must always come first, and it is important that an aircraft can
be dispatched only when we are 100% confident that all passengers and their
baggage on board are reconciled.

Baggage of passengers who fail to board the aircraft must be offloaded

immediately and the necessary steps taken to ensure that the missing passenger’s
bags are offloaded, before the aircraft is allowed to depart.

8.9.1.1 The Process of Gate Management

It consists of:
(1) Gate preparation
(2) Departure gate control
(3) Boarding
(4) Gate closure

8.9.2 PROCESS OF GATE MANAGEMENT HANDLING PROCEDURES

8.9.2.1 Gate Preparation
(1) Ensure Dangerous Goods notices are available and prominently displayed at
gate.
(2) Ensure that the Dangerous Goods Quick Reference is available at Boarding
gate for staff use as reference at boarding gate.
(3) Be aware of the ETA of the incoming aircraft, if applicable, and any revised
boarding time.
(4) Have appropriate boarding announcements in English and local language
ready.
(5) Ensure that all signage, direct information are in correct.
(6) Be at the boarding gate at least 20 minutes before the STD/ETD.
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8.9.2.2 Departure Gate (Holding Area) Control

(1) Open gate minimum 20 minutes before ETD.
(2) Check passenger boarding pass and documents, to ensure the name on the
boarding pass matches the passport/ID documents.
(3) If passenger reports lost boarding pass (the boarding pass is used to reconcile
passenger at the boarding gate):
(a) Staff must ask the passenger to check their personal belongings before
a new boarding pass is issued.
(b) Request for passenger’s itinerary.
(c) Confirm that the passenger has checked in.
(d) Check that the name in the travel document is the same as the itinerary
or checked name in the system.
(e) Retrieve the sequence number.
(f) Make sure that the sequence number on the bingo sheet is still not
crossed off (indicating boarded already).
(g) Once satisfied that no other passenger has boarded using the
passenger’s original missing boarding pass, will a manual hand-written
pass be issued.
(h) Cross off this passenger’s sequence number on the bingo sheet.
(4) Extract the boarding pass and handover the passenger’s portion and retain
the remaining portion.
(5) Mark off the sequence number as found on the boarding pass onto the tally
sheet.
(6) Carry-on baggage handling at the boarding gate.
(7) Passenger who needs boarding priority, (families with small children, the
elderly etc.) bring them to seat close to the boarding door and advise them
on the boarding time and pre arrangements.
(8) Make a pre-announcement on the intended boarding sequence at the
appropriate time (or when 80% of the passengers are in the lounge).
(9) Obtain final figures once check-in counters have closed.
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8.9.3 BOARDING CONTROL

Prior to boarding of passengers, it is the responsibility of Passenger Service Agent
to check STD for the boarding clearance. If the Flight Crew Members are NOT at the
aircraft side or if the boarding clearance is not reason, Passenger Service is NOT to
board the passengers.

Passenger Service are required to check thoroughly the flight number and
destination of passengers’ boarding passes before allowing passengers to board
the aircraft. For passengers who travel passenger holds a few boarding passes to
represent the others), it is mandatory to check each and every boarding passes and
the total number of boarding passengers must be tally with total number of
passengers traveling before allowing them to board the aircraft.

(1) Ensure final calls are made at approximately minus 20 minutes before STD.
(2) Gate closes minus 10 minutes prior to STD.

8.9.3.1 Passenger Boarding Process

The following must be observed for the boarding process:
(a) Make boarding announcements or meet and assist the passenger for boarding.
(b) Verify each passenger’s identity as per the requirements.
(c) Cross-check the name on the passenger identity document with the one on the
boarding pass, and visually match the passenger with the photograph, if applicable.
(d) Ensure the boarding route to the aircraft is safe and clearly marked where
possible.
(e) If passengers and staff need to walk on the ramp, ensure the route to the aircraft
is safe and clearly marked. Passengers must be supervised on the ramp at all times

.
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8.9.4 GATE CLOSURE

(1) Reconcile Total on Board number. Highlight on the report the missing
sequence number, if any.
(2) Discrepancies on Total on Board number. If any discrepancies are highlighted
by the flight crew members those passengers have failed to board, check and
rectify the situation before the aircraft is allowed to depart. Perform the
following: -
(a) Do a re-count of the boarding passes extracted
(b) Confirm passenger is missing.
(3) Locating missing passenger
(a) Make a “Final Call” announcement or page the missing passenger by
name in the public area.
(b) Identify missing passenger and baggage details.
(c) Advice Maintenance staff status of missing passenger and
Maintenance staff will advise the Captain of a potential delay.
(d) Should passenger present him/herself at gate and the baggage is still
not located, re-accept the passenger.

(4) Ensure all documents are on board before the aircraft is closed.
(5) Make amendment to the Load sheet to reflect the latest change in passenger
figure.
(6) Offload missing passenger from the system.
(7) Standby at the boarding gate till the aircraft has airborne.

*IMPORTANT NOTE:
It is the responsibility of Passenger Service Agent to confirm with Flight Crew
Members the actual number of passengers boarded and to make sure the total
number of passengers boarded tally with the load sheet. In the event of any
discrepancies (extra or short), it is the Passenger Service Agent who is responsible
to sort out the passenger numbers before releasing the aircraft.

The decision to cancel or wait for the missing passenger is the SOLE responsibility
of Passenger Service Agent and Flight Crew Members are NOT allowed to close the
aircraft door until the clearance is received from Passenger Service Agent.

All communication to Flight Crew Members must be in person and not though
hand signals.
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8.10 GATE MANAGEMENT

8.10.1 REMOTE BAYS - BOARDING USING VAN
(1) Special needs passengers should board the bus first and dispatched
separately.
(2) Each van, regardless of numbers of passengers loaded, should not be
waiting/idle for more than 5 minutes.
(3) Bus should not be overloaded.
(4) One staff to be positioned at van boarding point and another at aircraft side
to direct passenger for safety purposes.

8.11 LOADING / UNLOADING PRINCIPLES

THAI SEAPLANE does not accept carry for checked baggage and cargo, due to
limited space in company aircraft.

8.12 ABSENT OF FLIGHT CREW MEMBERS WHEN PASSENGER ON BOARD

Passenger Service staff shall verify before embark and disembark that at least one
flight crew must be on board the aircraft, to ensure proper emergency response
and security of the aircraft. In case of outstation, ground services provider shall carry
out this procedure.

8.13 LOST AND FOUND ARTICLES

To ensure speedier action for returning the lost and found articles of passengers
/disposal of articles which remain unclaimed, the following guidelines must be
followed.
Items left behind in the aircraft whether it be unregistered baggage, personal
belongings or valuables of the passengers, i.e. gold, jewelry, cameras, electronic
items, cash, mobiles, etc., which are retrieved after passengers have disembarked,
should be initially documented by the Ramp Service and then handed over to the
Ground Operations Department.
This document should clearly indicate the flight number, date and seat number or
closest seat where the item was found. In case of items found outside the aircraft,
the area where it was found should be mentioned.
If possible, the identity of the passenger should be established and an attempt
should be made to contact the passenger and return the article after proper
verification. Whenever an article is returned an acknowledgement should be taken,
and the boarding pass or visiting card should be attached to it. The return / delivery
of the article should be authorized by the Station Supervisor or person in charge of
the Baggage Services unit.
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All unclaimed articles shall be retained by the Ground Operations Department of

the respective station for a period of 90 days from the date of retrieval. On expiry of
90 days, the unclaimed found articles will be disposed off.
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9.1 OUTSOURCING CONTROL

The purpose of the outsourcing control process is to ensure that the performance
and quality of services provided by contracted companies and subcontractors meet
the same standards as if the functions were performed by the Company itself. All
contracted companies and subcontractors undergo evaluation before
engagement and are subject to continuous monitoring of their performance and
quality throughout the contracted period.
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9.2 CONTRACT SPECIFICATIONS

Contracts must include detailed specifications outlining the functions to be
performed and the operational standards that must be met. These specifications
should also define the recruitment and training standards required for the
contractor’s staff, as well as the procedures through which the Company will
monitor the contractor’s performance. Comprehensive specifications are crucial,
especially in cases involving legal obligations.

9.2.1 OPERATIONAL STAFF

The contract shall stipulate that the contracted company must adhere to
recruitment, training, and employment standards mandated by local regulations
and required by the Company. The contracted company must provide evidence
demonstrating compliance with these standards in their recruitment and training
processes. Additionally, the contract shall specify that individuals cannot be
assigned duties unless they have completed initial training to achieve qualification
or have undergone recurrent training to maintain qualification.

9.2.2 TRAINING REQUIREMENTS

A prerequisite for the contract shall include a formal training program that consists
of initial and recurrent training syllabi, with trainee competency assessed through
examinations similar to those for Thai Seaplane staff (details available in Chapter 3.6
of this manual). The contract must also mandate the contractor to incorporate all
subjects and procedures required by the Company that are not currently included
in their training program.

9.2.3 EQUIPMENT
Regarding equipment to be used by the contractor or rented by the Company,
contract specifications should include:
• Maximum acceptable duration of outage in the event of equipment failure.

• Requirement for regular verification that equipment performance consistently

meets stated performance standards.
• Arrangements for routine maintenance and safety checks (where applicable).

• Procedures for replacement or upgrading of equipment that remains

unserviceable or becomes obsolete.
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9.2.4 PERFORMANCE MEASURE

It is crucial to negotiate and agree with the contractor on the criteria and methods
for measuring their performance. If an operational function is required to meet
specific standards or requirements, these standards or requirements should be
clearly identified by name or manual reference, as appropriate. Thai Seaplane will
monitor subcontractor performance through Quality and Safety Audits conducted
in conjunction with our operations.
9.2.5 COMMUNICATION
Frequent and clear communication is a crucial element in any successful contract.
Maintaining a close and positive relationship with the contracted company and its
staff is of paramount importance. Therefore, the Head of Ground Operations shall:
• Keep the contracted company informed of Company procedures to ensure they
can perform their functions correctly.
• Discuss openly and constructively any non-conformities observed to resolve
shortcomings, including safety or security issues.
• Coordinate with subcontractor representatives to communicate relevant
information from Thai Seaplane's meetings on safety, security, and quality issues.
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9.3 THE GROUND HANDLING SERVICE PROVIDER PROCEDURE

The Ground Handling Service Provider Procedure is a reference document for
ground handling that includes information on handling, notifying, and reporting
accidents, incidents, occurrences, and hazards. It covers the Safety Reporting
System, a safety data diagram illustrating the emergency notification process for
Thai Seaplane, the Dangerous Goods Quick Reference Handbook, the Safety Cones
procedure, aircraft chocking, and aircraft towing. This procedure will be sent to the
Ground Handling Service Provider prior to signing the contract.
 07-C-GOM
GROUND OPERATIONS MANUAL Issue: 01 Revision: 02
CHAPTER 9 Effective Date: TBA
OUTSOURCING CONTROL Pages: 9-5

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 GROUND OPERATIONS MANUAL 07-C-GOM
Issue: 01 Revision: 02
APPENDIX A
GROUND HANDLING SERVICE PROVIDER Effective Date: TBA
PROCEDURE Pages: A-1

A1 GROUND HANDLING SERVICE PROVIDER PROCEDURE

Refer to 0714-C-GROUND HANDLING SERVICE PROVIDER PROCEDURE-I.02, R.00
[11 OCT 24]
GROUND OPERATIONS MANUAL 07-C-GOM
Issue: 01 Revision: 02
APPENDIX A
GROUND HANDLING SERVICE PROVIDER Effective Date: TBA
PROCEDURE Pages: A-2

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THAI SEAPLANE